"3yr old forgotten about"

About: Croydon University Hospital / Accident and emergency

My 3yr old great grandson was forgotten about . At least 3 other children came in after us with obvious walking issues- who were seen before us and until I went back to the reception to be told approx 2 hr wait (we had been there near enough 3 hrs by then) and that we had been called 3 times - but once I sat back down his name was called - funny his mum and I heard his name being called.Then the person who came to take us to the doctor said "funny how his name suddenly appeared".

Seen by the doctor - sent for x - rays - straight back into the doctor who waited for him and out all within 20 mins. The experience has left us never to go back to this A & E department ever again for our under fives siblings.

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Response from Hilary Frayne, Head of Nursing for Patient Experience, Croydon Health Services NHS Trust

Thank you for taking the time to write and I am very sorry to learn of the experience you had with your 3 year old grandson and I hope he is recovering well.

I am not sure from the information you have shared whether you attended the Children's Accident and Emergency Department or whether you saw a GP at the Urgent Care Centre which is run on the hopsital site by Virgin Care. I would therefore urge you to contact our PALS office and I will ensure that the circumstances are fully investigated. Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net. The office is open during the week from 9am to 4:45pm.

Kind Regards

Hilary Frayne

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