"Fractured ankle lack of care"

About: Croydon University Hospital

I attended Croydon University hospital as I had hurt my ankle the previous evening, reception staff were very helpful. I was very unimpressed by the money spent on the "virgin care" signs everywhere very over branded. However, I didn't have to wait too long to be called through, the triage nurse was nice but was dressed in everyday clothes including a woolen Cardigan, no nurse type uniform, very unhygienic. She made us wait while she completed the previous patients records on her computer, while their paperwork was left on the desk in front of us, their details clearly visable to us - patient confidentiality lacking. After taking some details of the accident and looking at the injury she sent us for an x-ray - no offer of a wheelchair or porter to take me round I had to hobble on a fractured ankle to x-ray. The x-ray technician was shocked I had to make my own way round and back. The corridors were dirty with abandoned walking frames and huge holes in the walls where it looks like trollies were rammed into the walls. The x-ray showed a chip of bone near my ligaments and tendons, because it was chipped away we were told to go home and rest it, take over the counter pain killers and put ice on it. We were not offered a prescription for anti inflammatory medication, told to go to my GP for a sick note and were told to buy crutches. I later went to my GP who prescribed anti inflammatory tablets and was very shocked to hear I had not been referred to the fracture clinic! This has been arranged by my GP but I'm still waiting for appointment over a week later! Service from A&E appalling, obviously the money spent on branding should have been spent on the up keep of the hospital and providing basic care to patients.

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Response from Croydon University Hospital

I am very sorry that you had a poor experience of our Accident and Emergency (A&E) Department and am grateful that you have taken the time to let us know. I should explain that our A&E unit is made up of our Emergency Department and an urgent care centre, which is commissioned separately by the Croydon Clinical Commissioning Group and run by VirginCare. The urgent care centre acts as the triage point for patients who do not arrive by ambulance and I will pass on your concerns to VirginCare. It is not clear from your comments whether your subsequent treatment was also through the urgent care centre, but if you would like us to investigate further, please contact our PALS office on 020 8401 3210 or at pals@croydonhealth.nhs.uk and they will be happy to assist. Graham Richardson, Deputy Manager, PALS and Complaints

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