"Communication between the 111 service and hospital could have been better"

About: Croydon University Hospital / Accident and emergency Harmoni / NHS 111

(as a service user),

I have allergies and had an allergic reaction, so I called my doctors surgery who suggested calling the 111 service.

They quickly said I should go to the hospital to see somebody, they very good in that they made an appointment for me at 8 o clock at Croydon Hospital.

The appointments were running late and I actually didn’t seen until 11 o clock at night, I thought with having an allergy and a reaction I would have been quicker than that. Thankfully it turned out not to be too serious.

When entering the hospital for my appointment we went through A&E which was really quiet, there were only 4 people sat waiting. It would have been quicker to go to A&E rather than my appointment where I had a 3 hour wait.

If there could be an improvement I would suggest the communication between the 111 service and hospital could have been better. While I appreciate they went out of there way to make an appointment, they could also have checked on A&E waiting times and offered me an option.

Other than this I was very pleased with both services, my only dissatisfaction would be the 3 hour wait for an appointment- thankfully all turned out ok.

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Response from Amanda Mayo, NHS 111 Service Director, Harmoni

Thank you for taking the time to post your comments on this website.

NHS111 directs patients to the most appropriate place of care dependent upon their clinical symptoms. This allows the unscheduled care services to be used appropriately.

If your symptoms had warranted a consultation in A and E this is where you would have been directed to. Obviously the waiting room may have been quiet but the department may have been very busy and you would not have been aware of this.

I hope that you are now feeling much better

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Response from Croydon University Hospital

We are sorry to hear of the delays you had before you received your treatment. We believe that you were seen by the out of hours GP service. This service is not operated by Croydon Health Services NHS Trust; it is run by Virgin Care who operate on the Croydon University Hospital site. If you would like to discuss the issue with us in more detail, please contact our PALS team on 020 8401 3210 or at talktous@croydonhealthservices.nhs.uk.

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