"Still waiting after 29 hours......"

About: Croydon University Hospital

I am writing this as a patient still on the ward. From the moment I arrived at A&E to now, the service and my treatment have been, in my opinion diabolical. Bar 1 doctor (junior) who showed compassion and a want to interact, I have been dismissed and ignored. As an example I made a simple request for some ice (which I had previously been supplied) for my water at 10.00am. I spoke to 3 different nurses and the lunch delivery team and did not receive a cup of ice till 5.00pm. I appreciate this may seem small but this is a commonly occurring pattern. Following this, I have now been waiting to be seen by a doctor for over 29 hours. Having asked when I will be seen, or if I can be given a rough estimate as to when the doctor would be round, the nurse has walked away every time and this included when my blood pressure was being taken. My sister is a doctor, so is my brother in law and they too are disappointed but worse not shocked that this has happened here. It seems ludicrous that such a big hospital and one that has tried to change the external perception by changing the name, has not made any effort to up skill the staff in patient care.

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Response from Croydon University Hospital

Dear Anonymous

I fully appreciate that a lack of communication can be extremely frustrating and I am very sorry that our staff have not been more helpful. The Trust is working hard with staff to emphasise the importance of good communications and keeping patients informed of their care and it is very disappointing to learn that this has not happened. I have passed on your concerns to the matron covering our orthopaedic wards, and please contact our PALS office, on 020 8401 3210 or at pals@croydonhealth.nhs.uk, if you wish to provide more information about your stay or if you need assistance.

Kind regards

Graham Richardson, Deputy Manager, PALS and Complaints

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