"disgusted"

About: Purley War Memorial Hospital

My partner went to have blood taken, the person to do the blood didn't arrive till 2.30pm instead of 1pm. The staff didn't keep us informed, it was other patients informing one and other. Everyone walked out don't blame them, and the clinical manager was rude! I was standing in the hall so my daughter could say bye to her dad because my daughter were getting ratty waiting, and the manager abruptly came over and said you can't stand there. I said I wasn't happy with the waiting so I was leaving my daughter was getting ratty, as I said. I do not need a member of staff or clinical manager talking rudely to me, they couldn't even do there job properly that day. It was only because I asked that said 'oh they would be another half hour or so'. First and last time I would ever go there very disgusted clinical manager needs to learn manners and compassion.

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Responses

Response from Graham Richardson, Deputy Manager, PALS and Complaints, Croydon Health Services NHS Trust

I am very sorry to learn of your poor experience at our Phlebotomy department and apologise sincerely for the upset this caused. Although you have not indicated when this occurred, I have passed your feedback to the service managers and asked them to investigate the circumstances you described.

The Trust welcomes comments on our services, as this enables us to take action, when needed, to try and improve when things go wrong. You may also wish to contact our PALS office, on 020 8401 3210 or pals@croydonhealth.nhs.uk, if you are able to provide any further information or you can let us know when this happened.

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Response from Purley War Memorial Hospital

I am very sorry to learn of your poor experience at our Phlebotomy department and apologise sincerely for the upset this caused. Although you have not indicated when this occurred, I have passed your feedback to the service managers and asked them to investigate the circumstances you described. The Trust welcomes comments on our services, as this enables us to take action, when needed, to try and improve when things go wrong. You may also wish to contact our PALS office, on 020 8401 3210 or pals@croydonhealth.nhs.uk, if you are able to provide any further information or you can let us know when this happened. Graham Richardson, Deputy Manager PALS and Complaints Department

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Response from Croydon Health Services NHS Trust We have made a change

Thank you very much for providing feedback on the phlebotomy service at Purley Hospital and I would like to extend my apologies to you.

As a result of your comments we have reviewed the level of service that was in place and increased staffing levels accordingly at Purley Hospital. We have also reintroduced the use of patient feedback cards in this area; these have now been in place for 2-3 weeks and would indicate that the vast majority of patients are now very happy with this service although I do fully accept that this was not the case when you attended.

Should you wish to discuss this matter further I can be contacted on 020 8401 3420 or 020 8401 3000 bleep 877, My email address is Nathalie.Wells@croydonhealth.nhs.uk

Nathalie Wells, Phlebotomy Manager

Croydon University Hospital