"Misinformation, communication, dignity and respect..."

About: Purley War Memorial Hospital

I telephoned giving details of my problem to check that I would be seen and treated, having waited about 30 minutes before seeing a doctor he informed me, without even assessing my situation, that I should attend the A&E department at CUH instead. Perhaps all staff should be fully aware and give the correct information to avoid wasting patients and doctors time. A little respect and dignity for patients would go a long way ' Fill out this form and take a seat your name will be called' could definitely be improved on as a greeting eg. 'good afternoon, how can I help? With a smile! A brief explanation about expectations would be helpful eg.,' I need you to complete this form.....there are xnumber of patients before you, you will be called from the door over there...'.Advise patients that this is a joint waiting room for other clinics, I sat in the waiting area hearing patients, that came in after me, being called. There was no discrimination all patients were addressed in the same manner.......a little more focused customer service training perhaps......! In addition, the receptionist sat behind a very high counter and could not be seen until one went really close up and looked over. The overall experience did not reflect the five promises, on your website, to the people of Croydon: we will do our best to ensure you feel cared for, in safe hands and confident in your treatment. We want you to feel we value your time and that our services are getting better all the time, as we continue to improve. However, I would be happy to revisit if the need arose, as I know, from personal experience that the medical and nursing care in CHS is excellent, but first impression are so important and would cost nothing to improve!

Story from NHS Choices

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Response from Purley War Memorial Hospital

I am very sorry to learn that you had a poor experience of the Minor Injuries Unit, which replaced the Urgent Care Centre managed by Croydon Health Services. The Minor Injuries Unit at Purley War Memorial Hospital is operated by AT Medics, a GP-led company, who can be contacted direct through www.atmedics.org.uk . The organisation responsible for deciding who provides healthcare services in this area is the Croydon Clinical Commissioning Group and their details may be found at www.croydonccg.nhs.uk where you can also leave your feedback.

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