"Poor patient care and communication"

About: Croydon University Hospital / Gynaecology

(as the patient),

I had been waiting for a gynaecological referral for many months (since Aug 2019). After hearing nothing and chasing my GP a few times they finally called CUH and I was given an appointment within two weeks, however the day before they cancelled and moved it back another month, 

I finally had my appointment yesterday and had to wait for 50 minutes. In the appointment the Dr diagnosed me with endometriosis and told me I could either have a coil or keyhole surgery. The doctor asked me to make a decision then and there and I had to ask many further questions to understand my options better. 

Whilst the nurse went to find me a leaflet on the coil, I asked if they had further information on endometriosis. The doctor said no. A gynaecologist, diagnosing me with endometriosis, & didn’t have any further information to share. I was told that I could find the information online. 

Whilst the nurse was finding a pamphlet I noticed the desk in front of me was strewn with other patients’ personal details; I could see one patient’s surname, DOB, history of cancer and miscarriage. Totally unacceptable. 

I felt rushed, pressured and it was hard to understand what the doctor was saying to me. The same doctor also talked over me a lot. I felt this was an awful service. 

Responses

Response from Sarah Pritchard, Senior Quality Lead, Croydon Health Services NHS Trust 2 months ago
Sarah Pritchard
Senior Quality Lead,
Croydon Health Services NHS Trust
Submitted on 02/04/2020 at 11:23
Published on Care Opinion at 11:23


I am very sorry that you had a poor experience. 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

Kind Regards

Sarah Pritchard, Senior Quality Officer, Patient Experience

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