"A&E visit with a broken ankle"

About: Croydon University Hospital

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I've taken my son to A&E with the injury to his ankle. On arrival receptionist was very rude when asked where were the wheelchairs kept. Told me to wait and shut the window in front of me. I had to go back to the car and help him to get to the department with a broken ankle (he is taller than me, about 60 kg), finally when we arrived he was booked by a different receptionist as the other ignore me and her facial expression looking at me said it all - I felt as I was bothering them, not needing help. The tone I was spoken to was horrible! When requested for a porter or a wheelchair for the second time I was ordered to walk with my son to the children A&E as there was a shortage of he chairs! Ok, he is a teenager, but was very upset! I was shocked at lack of any sympathy. The final insult - he had an X-ray and were told by a nurse - at no point any of the doctors bothered to talk to us o explained anything - that he had a straight forward fracture, he had a plaster applied and sent home. 6 days later in the fracture clinic we are being told it is a significant injury and he needs operation. We are back at home waiting for the admission. My son is in tears, we don't even know what / when etc. I feel so intimidated that next time (I hope it won't be needed though) I will take my children to a different hospital.

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Response from Croydon University Hospital

We are very sorry to hear about you and your son’s experience and are concerned that he is treated appropriately as soon as possible. We are unable to identify your son’s details from the information that you have provided in your post, or whether he was seen by our A&E team or the Urgent Care Centre run by Virgin Care on our site. If you would like to contact our PALS team, either by phone on 020 8401 3210 or by email on talktous@croydonhealth.nhs.uk, they will be able to take you and your son’s details and we will ensure that he is seen and treated quickly and appropriately.

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