"Recommended improvements"

About: Croydon University Hospital

I was admitted to ICU from my GP using the ambulance service. The medical treatment given to me from the GP - ICU was excellent. I cannot fault any areas whilst in the ICU. Doctors made an assessment and transferred me to a monitored bed; due to various medication admintered for my excerbation of asthma.whilst on the AMU when I requested my medication on PRN nebuliser despite me explaining the doctors has prescribed this for me. The nurse was rude saying "no she can't have it; explained the AMU doctors had advised I can ask for the PRN when I feel the need for my asthma. Then an HCA speaks so loudly for the whole ward to hear " she does not need the monitored bed; she doesn't need it". Wow HCA knows better than a doctor! Then top it I asked for a cup of coffee at 6:20 am; the staff nurse said the tea will be coming around shorty; 8am still. To hot drinks since the day before. The answer I got was I am not a "hostess"; and can't get you a hot drink.

The hot drinks are not served as stated on the menu. Some nurses don't like to service patients with hot drinks. I made a complaint to the nurse in charge a I was so upset that staff nurses would not give me my prescribed PRN medication for my asthma. I sat there coughing and coughing; it took a dietician to Get me my nebuliser as they were next to me taking to another patient noticed I was waiting a long time. This is not acceptable that one with asthma has to wait a long time for their medication.

Do staff on the AMU actually know about asthma and the dangers of the airways becoming constricted; this makes me to believe they don't all they are doing is following the prescribed medication from previously. They don't actually read what has been updated by the doctors daily after a ward round. This business of using the COW is good but staff don't read or haven't got the time to read. They need to have the ward sister go and do the ward rounds note the changes made and ensure all the staff know. Despite my complaint directly to the ward staff; one of the staff nurse apologised; HCA in question has not apologised. . Transferred to Heathfeild 2; the staff there were good; shortage of machinery e.g blood glucose machine; blood pressure machines; only two hand held COWS available on the ward; the others are not working. The ward sister has requested for this but how long does staff have to wait. The amount of time the staff spend on the COWS takes the care away from patients. To add to this staff shortage; which makes it worse. On the day I was transfers to Heathfield 2 there was a new staff working on her own their first day with no support . well done to them.

Why have a smoking shelter right next to a respiratory ward ; can't leave window open? Although shelter removed today staff still smoke in the same area? Also staff on a respiratory ward wear perfumes and aftershave - asthma and sensitivity is a Hugh issue for me. Whislt I don't feel ready to leave; I feel need to for my safety! Do something plse

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Response from Croydon University Hospital

Dear Anonymous

I must apologise, as I acted on your comments and forgot to respond here at the time. I am very sorry that you had such a difficult time in our Acute Medical Unit (AMU). I spoke to the ward sister at the time and passed on your feedback in full so that she could address the issues you raised. Clearly the level of communication you experienced was poor and the ward manager advised that these issues will be addressed at the daily staff briefing held on the unit.

I also spoke to the Matron for Heathfield 2 ward, who confirmed that she would speak to staff about the impact of personal fragrances on patients. The computers on wheels (COWs) were introduced to allow staff to spend more time with patients, as these allow staff to record observations and updates to our records instantly, rather than making written notes and computer updates at the nursing station.

Regarding smoking close to the ward, I can confirm that the smoking shelter was removed during your stay and that the Trust has also advised staff that smoking on the hospital site is not permitted.

Kind regards

Graham Richardson

Deputy Manager, PALS and Complaints

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