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Utterly disgraceful!

Story from nhs.uk

"Utterly disgraceful!"

About: Croydon University Hospital / Accident and emergency

Attended the A&E department this evening around 11pm. Checked in twice - once with the staff nurse and next with the reception. Vitals measured quickly and told to wait. Around 12 patients ahead of me waiting to be seen. Patients were called infrequently - one almost every hour. Enquired about the long lead times and no staff member revealed that there was a single doctor on duty this evening - until I had waited over 3 hours. Utterly disgraceful - had I been told that there was only 1 doctor, I wouldn’t have wasted a single minute in that awful place. A&E staff - especially front of house members really need to be taught customer relations - appalled and hope I never have to visit this god forsaken facility termed a hospital again!

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Responses

Response from Sarah Pritchard, Senior Quality Lead, Croydon Health Services NHS Trust 4 years ago
Sarah Pritchard
Senior Quality Lead,
Croydon Health Services NHS Trust

Submitted on 18/10/2019 at 09:48
Published on Care Opinion at 09:48

Sorry for the delay in replying

I am very sorry you experienced such a long wait when you attended the hospital. We are aware that waiting times often are the main cause of dissatisfaction for patients and their carers. All efforts are made to keep waiting times to a minimum and so I am sorry that this was not the case for you.

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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