Eastbourne District General Hospital

Contact

0300 1314500

Kings Drive
Eastbourne
East Sussex
BN21 2UD

Location

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Reviews (122)

Forgotten about in A&E

Accident and emergency services
October 28, 2023
On Wednesday 25th October, my daughter managed to get a face to face appointment with our GP. After a thorough examination, he diagnosed acute pyelonephritis which in his opinion was too severe to be treated with oral antibiotics and said she needed IV antibiotics which could only be administered via a visit to A&E. He printed off his notes including her medical history and results of his examination.

We arrived at A&E at around 4pm. It was extremely busy. We were called in to see the triage nurse after about an hour who wasn’t interested in seeing the notes from the GP. She was complaining that they are so busy because people just turn up without seeing a GP so they are overloaded. Again, I explained that we had seen the GP with a face to face appointment an hour before and he had sent us there because he couldn’t administer IV antibiotics, so we had no choice but to come there. She explained that they couldn’t do anything without doing blood tests so we should wait to be called in.

After around 4 hours, we had still not been called for blood tests, so I asked the receptionist if she could tell me roughly how much longer we would be waiting as my daughter was in a lot of pain. She was very abrupt in telling me that they are very busy and that she was sure we would be called when it was our turn. She explained that minor injuries were being treated and discharged first. I could see it was busy so accepted this.

Not long after, my daughter was called in for blood tests and again asked to wait. We waited and waited. People were coming and going but we were still not called in to see a doctor. The blood results were back by 21.00 as my daughter could see from the NHS app that her blood results had been processed.

Eventually at 4am, I reluctantly approached the reception desk again (reluctant due to the abrupt reply I got the previous time I asked) to explain that we had been waiting for 12 hours. She checked her computer and said that we must have left and come back because she wasn’t showing up and they presumed my daughter had left. We had not left the waiting area for 12 hours and most definitely had not been called in. Strangely enough, a few minutes later a doctor appeared and saw my daughter.

The doctor examined her and sent her for a CT scan before agreeing with our GP that she had pyelonephritis and got her a bed and administered the antibiotics and painkillers she so desperately needed. Her treatment took a couple of hours and then she was discharged.

I know that the department gets busy and can accept that but what I can’t accept is the amount of time we had to wait when we had already got a diagnosis from a fully qualified GP and a letter from him stating his findings from his examination and recommended treatment required.

We were not the only ones waiting for this long. There was also a gentleman, and an elderly lady who had arrived by ambulance at the same time as us. She was also left waiting and didn’t see a doctor until 6am. She was petrified but too afraid to ‘bother’ anyone. Left alone for 14 hours. It is disgusting that our NHS has become like this.

I believe we had been forgotten about. Not once did anyone come around the waiting area to see if everyone was OK.

I completely understand the strain the NHS is under but this treatment needs to be brought to someone’s attention as it is totally unacceptable.
Sally Haustead

Reply from Eastbourne District General Hospital

Thank you for taking the time to provide feedback following your daughter's attendance to the Emergency Department. We were sorry to learn of the extended waiting time your daughter endured on this occasion and apologise for the added anxiety this caused to you both. Your comments have been highlighted to the Head of Nursing for Emergency Care, who explains that usually if patients have been assessed by their GP and require intravenous antibiotics, they are referred to our Same Day Emergency Care Unit. Following your daughter's experience, the Head of Nursing will be reviewing our pathways and processes around this, to ensure that this type of situation is avoided in the future. We do hope your daughter is making a recovery, however, should you wish to discuss this matter further with a member of the Patient Experience Team, then please contact 0300 131 4784 or email esh-tr.PatientExperience@nhs.net


Provider responded

Nice service and very good care

Other
August 1, 2023
I was given very good care and very good service
Sureshan

Reply from Eastbourne District General Hospital

Thank you for your kinds comments praising the care you received at Eastbourne District General Hospital. The Trust endeavours to provide a high standard of care to all patients and we are pleased this was evident on your attendance to hospital.


Provider responded

Communication and clinical speak

Cardiology
May 26, 2023
Referred for R Test and Echocardiogram and test results sent to GP and to my NHS app. Unable to interpret letter as to whether this was a positive outcome or not. Unable to get to see GP to interpret findings and still waiting. A simple call on the findings from cardiology would have prevented this unnecessary anxiety. Have raised a request for information on what the letter means with department medical secretary and awaiting a response.
This said I have no doubt this is an example of the demand place on a service with a lack of capacity and reflective of the wider healthcare sector.

This is not a complaint and more of a learning opportunity in communication on improving the patient journey recognising that it is unlikely that NHS demand and capacity will change in the short term.
Stephen Henderson-Reid

Reply from Eastbourne District General Hospital

Dear Stephen, Thank you for taking the time to leave this constructive feedback. It is important that we listen to the views of our patients and we wish to assure you that your experience will be shared with the Cardiology Team so that they can look at ways of improving their communications when writing to patients with results of any investigations. We hope that you have since received a response from the cardiology medical secretaries however, if you need further assistance you may wish to contact a member of our Patient Experience Team on 0300 131 4784 or email esh-tr.PatientExperience@nhs.net


Provider responded

Good

Accident and emergency services
October 7, 2022
The new triage system is outrageous. It took me 15 minutes to fill in details on the tablet then asked for help.. triage nurses also dislike it. The patient was a child and was seen quickly. Had I not been with a child, I would have waited up to 4 hours and my star rating would have dropped.
Anonymous

Reply from Eastbourne District General Hospital

Thank you for taking the time to leave some helpful comments about the electronic registration and triage system we introduced in our Emergency Departments (ED) earlier this year; we do appreciate it.

The electronic registration and triage system was introduced during May 2022 for two key reasons; the first was to provide those who access the ED with a greater level of privacy and dignity than our previous systems, as the electronic system means patients are no longer required to announce the reason for their attendance so that other people can hear this, and they can capture their need for attending the ED in a much more discrete way giving patients a higher level of privacy.

The second key reason was to reduce the chance of patients who are significantly unwell having to wait long periods of time for a face to face assessment, as the electronic system alerts staff of potentially how unwell a patient is much earlier than before which allows our clinical teams to focus on those who need urgent face to face assessments and those whose needs may be better met through another service. In general, the feedback we and other NHS Trust's across the UK using the electronic registration and triage system have received has been positive, but we recognise not all patients are happy with it and we apologise for this.

We will ensure your comments are shared with our ED Managers, and hope the child you attended with is much better now and has recovered from the symptoms they presented with.


Provider responded

Poorly organised and inefficient urology surgery department

Urology
July 28, 2022
A very bad experience, very poorly run urology surgery department.
Anonymous

Reply from Eastbourne District General Hospital

Thank you for taking the time to leave a comment about your experience of the Urology Department at Eastbourne District General Hospital; we do appreciate it.

The Trust strives to provide a high and timely standard of care to all patients in what has been, and continues to be, difficult and challenging times, and we are therefore disappointed this was not your experience. Please accept our apologies for the frustration and dissatisfaction you have conveyed as this is not what the Trust would want any patient to feel.

If you would like to provide us with some more information about your experience or would like to speak to the Service Manager for Urology, then please contact our Patient Advice and Liaison Service (PALS) on 0300 131 4784 and we will be happy to help you.

In the meantime, take care and keep safe.


Provider responded

Pembury Hospital is better organised

November 3, 2021
As a family we have had the unfortunate experience of having to attend EDG. Once in 2019 when my husband was poorly with type 1 diabetes. They sent him home. GP called ambulance the following morning and he was admitted to Pembury and received wonderful care. Recently, My son was sent home by EDH much to his GP amazement. My son has had to chase the follow up. And well me. Spoke to one consultant on the phone who told me completely different test results to the previous consultant who saw me. Left worried and confused. Apparently need a biopsy and since then I’ve heard nothing. So now the fun of trying to chase them up again. So all three visits just a poor service. Can’t put a price on health. So a move back to Kent for us.
Sharon

Reply from Eastbourne District General Hospital

Hello Sharon,

Thank you for taking the time to leave us some feedback about your families various experiences of accessing care and treatment at Eastbourne District General Hospital over the years; we do appreciate it.

The Trust strives to provide a high and responsive standard of care to all patients, and so we are disappointed and saddened to read this has not been the experience of your family; please accept our apologies for the worry, frustration, inconvenience or distress you have been caused.

If you require any assistance following up appointments or care, then please contact our Patient Advice and Liaison Service (PALS) by calling 0300 131 4784 or by email at esh-tr.palse@nhs.net

In the meantime, we hope you and your family are well and safe.


Provider responded

Outpatient appointment

Respiratory Medicine
October 22, 2021
Appointment in chest clinic.
Extremely friendly and thorough. Condition fully explained and plan of treatment given. Further follow up arranged.
Anonymous

Reply from Eastbourne District General Hospital

Thank you for taking the time to leave us such a kind review about your appointment in the Chest Clinic at Eastbourne District General Hospital; we very much appreciate it.

The Trust strives to provide a high standard of care and treatment to all patients, and so we are delighted to read you had a very helpful and positive experience. We hope any follow up appointments you have subsequently had, or are due to attend, extend your positive experience of our commitment to our patients.

Take care, keep well, and stay safe.


Provider responded

Out patient appointment

Rheumatology
October 22, 2021
When last seen in Rheumatology Dept in 0ctober 2020 was told another appointment will be sent for January 2021.
None has arrived in spite of reminders
Anonymous

Reply from Eastbourne District General Hospital

Thank you for taking the time to leave us some feedback about the difficulties you have experienced in receiving a follow up appointment in the Rheumatology Department at Eastbourne District General Hospital; we are very sorry to read of this and apologise for any unnecessary worry, inconvenience or distress we have caused you.

If you require any assistance in following up appointments or with care and treatment, then please do not hesitate to contact our Patient Advice and Liaison Service (PALS) by calling 0300 131 4784 or by email at esh-tr.palse@nhs.net


Provider responded

Urgent appointment referred via Optician

Ophthalmology
June 10, 2021
Called to attend Opthamology OPD ,48 hours after seeing my Optician.Social distancing was good.Everthing explained to me.Very happy with the service I received.
Gwladys Mabb

Casual approach to distancing

BLOOD TEASTS FRONT ENTRANCE
March 4, 2021
Attended DGH blood test dept via appointment (late Jan). It is a smallish room, but it felt even smaller because two or three members of staff who were not taking blood were sitting together near the desk chatting about something that didn't sound like their work. One member of staff was not wearing her mask correctly ie nose and mouth not covered - just her chin. I had to pass by them far too close in order to reach my designated cubicle , and again on leaving. They seemed oblivious of me waiting for them to make space for me to leave. Apart from that the blood taking process was efficient and pain free, but the atmosphere felt quite closed and clique like. There are no external windows in the room, which adds to the feeling of poor ventilation.
Anonymous

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