"Treated me like a normal human which isn't always the case with mental health problems"

About: Croydon University Hospital / Accident and emergency

(as the patient),

Last week I went through a mental health crisis which ended in me needing medical treatment in a & e.

I was very hesitant about this because of my state of my mind and also because I've had very bad experiences due to my mental health before. Previously at a different hospital I was told by staff that it was my fault and treated with no compassion at all which lead to me trying to leave and just made the situation harder for everyone involved.

So I was scared that it would be the same this time, but I was pleasantly surprised. Once I arrived I was seen very quickly and every member of staff was caring and understanding of my situation and kept reassuring me that they wanted to help.

I found the doctor who treated me helped a lot just by taking the time to talk to me and make me comfortable and treated me like a normal human which isn't always the case with mental health problems.

I wish I had got her name so I could thank her because I think if it hadn't of been for her just talking to me for a few minutes, I probably would have tried to leave and things could have ended differently!

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Response from Hilary Frayne, Head of Nursing for Patient Experience, Croydon Health Services NHS Trust We have made a change

Dear Anon12

I hope you are recovering well and I would like to thank you very much for sharing your positive experience on-line and for your kind words of thanks for the staff who cared for you.

The Trust is committed to ensure that patients get the very best service and care and so it is pleasing to learn of your experience.

Croydon University Hospital sees approximately 200 patients a month that attend through the Emergency department utilising the various mental health teams available from CAMHS, Working Adult Mental Health Team and the Older Age Mental Health Team.

As a multidisciplinary (MDT) service for mental health we are always striving to better the patients experience and ensure the best possible practise and delivery of care. We have recently undertaken a project to look at new ways of working together.

Processes that we have improved include:

•On arrival: The MDT assessment at the start of the patient’s treatment.

•On arrival: Mental Health Triage of the patient within 30 minutes to determine clinical priority.

•Internal professional standards for communication

Best Wishes

Hilary Frayne

Head of Nursing for Patient Experience and Quality

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