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Care Opinion

Genarally good wth minor exceptions

Story from nhs.uk

"Genarally good wth minor exceptions"

About: Croydon University Hospital / Urology

Over the course of 2 to 3 months I received two treatment sessions. In almost all cases the staff that I met were considerate and caring. However, of maybe 30 different staff I interacted with 2 or 3 were less than considerate and could best be describe as brusque. Not the approach one is comfortable with at a stressful time. Both treatments was successful and the procedures were explained fully to me by the senior staff. Overall I was satisfied with the experience but suggest that it maybe necessary to occasionally remind staff of the need provide reassurance to patients, particularly elderly patients.

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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 13/11/2019 at 12:47
Published on Care Opinion at 12:47

Sorry for the delay in responding.

I am pleased that you describe your treatment sessions as considerate and caring and that they were both explained to you fully and were also successful.

I am sorry that you found a minority of staff to be brusque - this is not the experience we would wish for our patients.

We want our patients to feel confident in our care, and for our staff to feel proud to work here. Our values shape everything we do, every single day. They determine our behaviour and the experience of those we look after.

I apologise that on this occasion you did not receive this but hope that any future visits you may have that you see an improvement.

Kind Regards

Sarah Pritchard, Senior Quality Lead, Patient Experience

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