"Poor care"

About: Croydon University Hospital / General medicine

(as a relative),

Traumatised deeply traumatised by my father’s treatment. I frequently heard my father cry out in pain and distress when attended by the nursing staff on Heathfield One, but one Friday night was deeply deeply distressing for me as l listened to my father calling out in agony and distress for over an hour.

The staffing levels were low the nurse could was not available, one charge nurse and one agency nurse took no notice whatsoever ever. I sought out a doctor, who swished in and out of the curtains without any explanation.

My father’s cries did not stop. I summoned the doctor a second time. They mentioned my father had been referred to the Royal Marsden as if that reduced his pain.

An hour later l sought out the doctor again but was intercepted by the charge nurse who may have or may not have found the doctor, but followed up by swishing in behind the blue curtain. After an hour my father’s heart wrenching calls of agony subsided.

I was informed on the following Monday my father had had a second heart attack. Was l shocked? No, l was lucky l did not have a heart attack listening to my elderly father call out in agony and observe how unconcerned the nursing and medical staff were.

My father did experience very visible episodes of pain throughout his stay on the ward. When l asked the doctor had they discovered the reason for these distressing spasms, I was just told “They were not logged”.

The doctor seemed unconcerned and not especially interested in following up on what l said.

Explanations

Explanations

Responses

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

Sorry for the delay in replying.

I am sorry that your fathers 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 with your details.

Kind Regards

Sarah Pritchard, Senior Quality Lead, Patient Experience

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