"mix up over appointments"

About: Croydon University Hospital / Endocrinology

I was given an appointment for a heart monitor to be kept for 24 hours I arrived at mayday as requested on the letter on the 15th April but the receptionist was very apologetic and said they had put the wrong hospital on and I should have gone to Purley mistakes happen' so she made me an appointment for following week for the tues at 11 and wrote this down on a note for me, a week later I turn up on time as usual at 11 and am told I have no appointment I was disappointed again but the nurse asked the nurse concerned with this department if she could fit me in she said yes that was at 11 and I could see she had no-one in with her but I waited outside waiting to be called by 1140 another patient rolled up half hour late apparently and the nurse called her in I said to nurse id been waiting and car was on meter and didn't think I could wait anymore she told me she was doing me a favour by seeing me at all and rudely told me to wait to add insult to injury very unprofessional I couldn't risk a ticket ,so here we are I need a my heart to be monitored and don't know what to do next.

Story from nhs.uk


Response from Sarah Pritchard, Senior Quality Lead, Croydon Health Services NHS Trust 7 months ago
Sarah Pritchard
Senior Quality Lead,
Croydon Health Services NHS Trust
Submitted on 18/10/2019 at 09:52
Published on Care Opinion at 09:52

Sorry for the delay in replying.

I am sorry that your visit resulted in a poor experience - this is not the service that we aim to offer our patients.

I can't change your experience but we can investigate what went wrong and we can put it right for future similar situations.

If you would like us to do this, please contact the Patient Advice and Liaison Service ( PALS) so that this can be investigated further.

Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net.

The office is open during the week from 9.30am to 4:00pm

Thank you for bringing this to our attention and I look forward to receiving further communication from you.

Kind Regards

Sarah Pritchard, Senior Quality Lead, Patient Experience

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