About: Croydon University Hospital

(as the patient),

What I liked


What could be improved

My wife and I arrived to mayday for ante-natal lessons on a Saturday morning. Proceeded to the ante-natal unit at 9.25 for a 9.30 session. There was no one at the door the doors were locked. As there was no one at the nearest reception we went and asked the receptionist at the gynaecology dept who pointed us the way to the outside entrance. Ourselves and another couple proceeded to the main entrance to find the door locked and a sign to state "door locked 9.45am please come again next week". However it was only 9.35am and there was a dozen of people waiting outside. The nurses could see us from the room through the window but did not acknowledge us. One nurse walked out and saw us and then walked back in the room without saying anything to us. Which everyone found was really rude. We then went to the main reception in mayday to find nobody at reception and a big sign stating reception closed open at 10am please use the phone to the side for switchboard. We got on the phone to someone who transferred the call to labour ward who referred us back to the main switchboard. The same person tried to transfer us to three different departments with no answer in any of them. She eventually said try to go to the maternity reception. We walked all the way there. To see no one at reception again by this time it was 10:15. We walked further into the unit and came across a nurse. Who was very reserved. We asked her why there is nobody in any reception at this hospital. She said "it's the weekend" as if it was the norm not to have anybody covering reception. And then asked us what we wanted to which my wife answered i want a complaint form. She said "there should be someone at this reception". We went back and we then saw a nurse getting into reception. We explained the whole situation to her. She said "it was not the first time and she had seen someone just a minute before who complained about the same thing". And then went to get the a midwife.

Anything else?

Eventually she came out to just say to us she had spoken to a midwife and the class was full which is the reason they locked the door. We then said "the sign on the door does not explain that". And how rude they were to ignore us completely. And asked for a complaint form. We needed to go through the switchboard to make a complaint as they have no forms. We found the whole situation appalling and the type of service we were given rude abrupt distrusting and disrespectful for a main hospital in a big borough of London. And we are seriously considering not having our child in that hospital due to the lack of care.

Story from NHS Choices

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