"Better communication needed but otherwise a..."

About: Croydon University Hospital

What I liked

I was treated for the same condition 7 years ago and the care I received was a marked improvement on my previous experience showing to me the hospital has worked hard to improve patient care.

There was more understanding and the staff appeared more educated about a specific condition that I have.

I was treated on Queens 1 and was given a side room, as is standard for the treatment I was receiving, this room was clean and had it's own WC and shower, again this was very suitable for my treatment.

Nursing staff very caring and looked after me well and tried to keep me well informed.

The food (and catering staff) was very pleasant, the menu was a simple one that was operated very well. This is the best food I have ever seen at this hospital for patients.

Regularly saw cleaners.

Most staff were courteous, friendly and approachable

I was given successful treatment that was appropriate to my needs and my stay was for the minimum amount of time (My last experience took over 2 months to be resolved!)

There is now an open way to express feedback.

What could be improved

The SHO who admitted me was very helpful and made sure the course of treatment I was to receive was suitable for me including contacting the consultant by phone. However this was the last real communication we had from the Doctors about my treatment.

After this there was very little Consultation and reassurance by doctors and consultants. I did not get to speak to a registrar or consultant at any time during my care. My case was very individual and I have had a previously very bad experience with this hospital for the same condition. We did request to see a Doctor as my first course of treatment failed so I was booked in for surgery, however in spite of the nurses best efforts we did not get to see a doctor until early the following morning. I saw the SHO who did not appear to know what was happening and had not read my notes.

I do not feel that any of the doctors looked at my previous history notes.

I went into surgery unsure of who would be performing the procedure although Theatre staff were very reassuring and gave me confidence that the surgery would go to as planned. Which it did thankfully but my mind could have been put at rest by a 5 minute visit by the consultant or a registrar.

Anything else?

I have had some appalling experiences at this hospital and I can say that the hospital has improved significantly since I last had to be treated there 3 years ago. I hope that it continues in it's efforts to improve patient care which will involve a strong commitment from all staff from Senior management to porters.

I'm not at the point of recommending this hospital but I will certainly speak positively about the improvements that I have seen there if asked.

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Response from Croydon University Hospital

We are glad you have seen an improvement in recent years inn the quality of services the Trust delivers. It's clear from your comments we still have a way to go in improving communications between team members and this is a priority for us now. Thank you for taking the time to give us such clear and detailed feedback - we really do appreciate it and try to learn from everyone's comments

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