"Several departments experienced, none of them good"

About: Croydon University Hospital

My partner experienced, in not quick enough succession the A and E, the Emergency Ward, Purley I and the gastro team. No-one seemed to retain any information as he was passed from place to place and at one point he spent over two days receiving unnecessary treatment as two departments had not communicated to each other. At another point he was left for over sixteen hours with no fluids as he was nil by mouth but no-one had remembered to attach a drip. At no point did anyone communicate to us what was happening or why it was happening until we created enough fuss to get attention. It's not nice to have to become assertive or angry just to get simple information, especially when you're struggling to deal with a difficult diagnosis. The nursing staff were not uncaring, they were simply uniformed by those higher up the tree and without the time or energy to care they are so overstretched. We will never willingly return to this hospital. It was appalling.

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Response from Croydon University Hospital

Dear Anonymous

I am sorry to learn of the difficulties you and your partner experienced with the apparent lack of communication during your partners stay in Croydon University Hospital. It is clear that this caused unnecessary upset and distress at an already worrying time and I will be happy to investigate what went wrong to try and avoid any recurrence. If you can contact me, at ch-tr.complaints@nhs.net or speak to our PALS office on 020 8401 3210, with more details of your partner's stay I can arrange for your feedback to be passed to the services involved. The Trust takes all feedback on our services seriously and we do listen to improve the experience of our patients.

We are currently in the process of preparing for the building of a new A&E department at the hospital and, at the same time, we are introducing a new unit to allow us to bring together a number of different services which will allow us to improve the level and speed of treatment of patients who might otherwise pass through A&E, particularly older patients who have been referred to A&E by their GP. This will allow quicker and better treatment for those patients and reduce pressures on A&E.

Kind regards

Graham Richardson, Deputy Manager, PALS and Complaints

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