"Absolutely fed up of this department!"

About: Croydon University Hospital

I have trapped nerve in my elbow, i have suffered for almost 7 months in absolute agony. My GP can't prescribe me medication that is stronger than what i am currently on as "that's as far as his expertise goes." I am been off work sick for almost 4 months, therefore i am in fear for my job, wondering if i will even have one to get back to. All the while, this dept has been messing up my appointments, been completely inaccessible when contacting them outside the hospital and giving out crude, rude and down right unprofessional treatment via their specialist consultants. I was referred to this dept in mid June this year and wasn't seen until 1st week of September. I have been suffering in pain at work and at home during that entire time. My 1st appt was an astonishing 30 min wait time, seen for 5 mins and dismissed in secs to be sent off for nerve conduction test and MRI Scans. BTW, i could have already done these tests while i was waiting for this appt in the first place. The Doctor practically performed, on me, several physical tests in the roughest treatment i have ever received from a Doctor. This incapacitated me so much that i could not go into work that day as i was in the worst pain ever. Did i mention that the 30 min wait was due to them unable to find my GP referral notes? I had to give the reception my GP telephone number several times because they couldn't locate their telephone directory. While explaining my concerns to the doctor, he just walked off while i was in mid sentence! I was so shocked, embarrassed and upset, I wanted to run away from that department, not before demanding explanation: The Reception staff blame their new computer system. A month later, My next appointment was same treatment, however this time I waited an hour for them to find my medical records & i wasn't even meant to have this appointment even though the appointment letter was sent to me twice. I remember their nurse telling me that after my MRI scan and nerve conduction test i was suppose to have the appointment, So i tried calling them during the same week i received the letter to confirm this. No one ever picked up the phone! To make matters worse when explaining this to the same doctor he almost tried to put the blame on me by saying i should of contacted the reception! I was extremely hurt and upset by this. I revealed to the department that i am too an NHS receptionist in central london in a mental health dept and I would've been fired immediately if i carried out my work in such a careless, unprofessional manner. The receptionist tried to remedy the situation by re-scheduling the appointment to the closet available they have... 3 weeks after my MRI! I am trying to the get hold of the department right now to confirm this appointment as i do not want the same mistake repeated. Does the line even connect to their phones? No "line is busy" and i'm immediately disconnected. Perhaps tomorrow will bring me a miracle.

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Response from Croydon University Hospital

Thank you for taking the time to contact us with your comments and we’re sorry that you feel that you have had a poor service from us. We have raised your concerns with the head of the department concerned and we would like to investigate the circumstances of your care in more detail. To do this thoroughly we will need to get some more information from you; it would be very helpful to us if you could contact our PALS team on 020 8401 3210 or at talktous@croydonhealth.nhs.uk. They are aware of the issues that you have raised and are expecting your call.

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