"Breast prosthesis fitting"

About: Croydon University Hospital / Breast surgery

(as the patient),

I had an appointment for a breast prosthesis fitting. The service is only available once a month. I was advised to go to M&S for a bra fitting in advance of my fitting and to bring a correctly fitting post surgery bra with me. During my appointment the staff member was abrupt, unhelpful and totally lacked any compassion. I was in and out in 10 minutes. I wasn't shown any samples, they seemed put out when I didn't agree with suggestions, I had to ask to hold and feel a sample. They disagreed with the size I had been advised I was, and when I said I'd been to M&S - the reply was 'Oh they're a nightmare' - so why advise me to go there then? I've got 2 experts in the same field telling me 2 completely different things. I cried for the rest of the day and actually felt traumatised by the experience.

Responses

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 11:58
Published on Care Opinion at 11:58


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

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by sali17 (the patient)

Thank you but this was 3 months ago and I did complain directly to my BCN at the time, who invited me back the following day to have another fitting, which I did. I've since been told the person that gave the poor experience is leaving. So don't see any point in taking it up with PALS now.