We will see you as soon as we can. The ED uses a priority system where more seriously ill patients are seen first. This means that patients are not always seen in the order they arrive, but according to the treatment they require and also the severity of their condition.

Is the ED always the best place for your treatment?

We treat patients who have suffered a recent injury or accident, or who have developed a sudden illness. We might direct you somewhere else if:

• your nurse thinks that your condition does not require immediate treatment

• you have symptoms that mean you need to be seen in a speciality area

• you have been referred by your GP to a speciality team

If your condition is less serious, you might want to consider the alternative treatment option or call NHS 111 Service.

Children’s (Paediatrics) ED

Within ED there is a separate area for children under the age of 16 years. After you have registered at reception you will be escorted to the Children’s Emergency Department where your child will be seen.

What happens when you come to ED?

On arrival all patients should register at the reception desk. Please let us know if you want us to contact anybody about your condition and tell us if you have any special needs. It is important you give an accurate reason for your attendance; we base our initial assessment on this information.

Nurse assessment

We aim to assess all our patients on arrival to establish the priority of their condition.

It is vital we identify those patients with more serious conditions first and expedite their care. Those patients with minor injuries or illness might not be assessed (depending on demands) before you are called to be seen and treated.

If you are concerned or need analgesia please inform our reception team who will inform the assessment team. Please do not eat or drink anything until you have been seen by the assessment nurse.

Rapid Assessment Area

If you have a more complicated or urgent condition, you will be redirected to our Rapid Assessment area by the assessment nurse, where the nursing team will undertake some further tests.

Treatment

If you have a minor injury or illness, you will be seen by an Emergency Practitioner in the ‘Minors’ area. If you have a more complicated condition you will be seen by one of our ED doctors in the ‘Majors’ area.

Privacy and dignity

We aim to maintain patient privacy and dignity at all times throughout the department. This includes ensuring single sex treatment areas whenever possible.

Courtesy and respect

Staff will treat you with courtesy and respect at all times and we ask that patients and visitors treat our staff in the same way.

What do I need to do if my medication is due?

Please inform the nurse allocated to your case who will advise you accordingly.

How long will I have to wait?

Our aim is to see, treat and discharge all patients as soon as possible, ideally within four hours. However, if you need to be kept under observation, we might need to move you to the Clinical Decision Unit for a longer period of time. This unit has ward facilities but is within the Emergency Department. Patients admitted to hospital will be moved to a ward as appropriate.

Why are others being seen before me?

If your reason for visiting is less urgent, those patients with more complicated or urgent conditions will be seen first. Some patients might be going for additional tests before being seen.

On occasion, we ask some of our patients to come back for test results or for a review of their condition; they are given an appointment and seen in our ‘Review Clinic’. If you are concerned please ask our reception team who will be able to give you an approximate waiting time.

What if my symptoms get worse?

Please inform a member of staff and you will be reassessed.

Can a friend/carer/relative wait with me?

Yes of course. However, staff will explain if this is not possible for any reason.

Protecting our patients from infections

In order to prevent the spread of infections we must limit the number of visitors. In our ‘Majors’ area this is a maximum of two. In our ‘Minors’ area we would ask that only the patient enters this area unless absolutely necessary.

What staff will I see?

This will depend on your medical condition and may include administration staff, healthcare assistants, physiotherapists, nurses, paramedics, junior doctors, registrars and consultants. Housekeepers and volunteers are also working in the department.

Going home

We will send your GP a letter with details of your visit to ED. The doctor or practitioner who treated you will also give you information on your condition. If you have any queries, please feel free to speak to the nursing staff. If you need to attend the Fracture Clinic, our reception staff will book an appointment immediately. Please make sure we have given you an appointment card before leaving the department. Should you need an outpatient appointment, you will be contacted.

Do I have to wait for my medication?

Should you require medication on discharge, you will be advised accordingly. Normal prescription charges apply to all medicines prescribed to ED patients. We will not normally give you a supply of medicines that are readily available to buy over the counter, eg, paracetamol, ibuprofen.

If you are given a hospital ‘Boots’ prescription, this can only be used at the Boots Pharmacy located in the Main entrance at East Surrey Hospital.

If you are given medications in the ED, a prescription payment machine is located in the ED waiting area.

Transport

The hospital is well served by public transport. For more information, you can pick up a ‘Getting Here’ leaflet from the ED waiting area. Unfortunately we are unable to provide transport home for most patients. If you need to order a taxi, there is a free phone in the ED waiting area.

Feedback

Your feedback on the service we provide in the ED is most valuable and vital if we are going to improve our service. Please use the ‘Your care matters’ service available from www.yourcarematters-ed.co.uk or calling 0800 063 9800.

What if I’m not satisfied with any part of my care?

It is important to speak to the nurse in charge in the first instance as our aim is to give you the best patient experience and any issues can be rectified as they arise. Should you still have any concerns, you may wish to contact the Patient Advice and Liaison Service (PALS) by visiting their office near the Main entrance, telephoning 01737 231 958, or emailing pals@sash.nhs.uk. Alternatively you may ask a member of staff to contact the PALS for you.

If these fail and you wish to make a formal complaint, you can write to:

The Chief Executive
Surrey and Sussex Healthcare NHS Trust
East Surrey Hospital
Canada Avenue, Redhill RH1 5RH
Telephone 01737 768 511 x 6825/6218 or email makingthingsright@sash.nhs.uk

Useful Services at East Surrey Hospital

Food and drink

It is very important to check with a nurse whether you can consume either food or drink in the event of possible emergency treatment.

There are cafés at both hospital entrances where you can purchase hot and cold drinks, sandwiches, snacks, magazines and newspapers. WH Smiths and Boots are located in the Main entrance. There is also a restaurant on the first floor. There are a number of vending machines throughout the hospital where hot and cold drinks, confectionery and snacks are on sale 24 hours a day. Should you need help, our staff will be happy to direct you.

Telephones

There are payphones in the ED waiting area and also at the hospital entrances. Please check with staff before you use your mobile phone. All patients have a right to privacy, so please do not use camera phones or cameras to take pictures in the hospital.

Wifi hotspot

A wifi hotspot is available ‘free of charge’.

Toilets

There are public toilets in the ED waiting area including disabled facilities. Public toilets are also available at the hospital entrances. Toilets are cleaned and checked regularly. However, please do inform staff of any problems.

Emergency overnight accommodation

Information for relatives on local hotels and bed and breakfast facilities is available from the information desks at the hospital entrances during office hours and from the ED reception out of hours.

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