About: Croydon University Hospital

On 13-07-15 I come to A&E department complaining about pain in my back on the right side.Two days ago I come back from holiday in Poland where I was in severe pain in my back and between my breastbone,pain was so bad that make me faint. My parents took me to hospital where doctors perform endoscopy and scan of my abdomen. My reports come that I got stones in my gallbladder and hernia which need to be repaired,bcos other wise could become Barrett diesase which is precancerous stage. So when I went to A&E I know it its gallstones that were hurting me. The first question of the doctor was "what do u want us to do?, second question was why I didn't do surgery in Poland? I found that questions very rude and I dont Have to explain to the doctors that I live in that country from over 16 years and that is my country now and to Poland I'm going only to visit my family. Also all that years been working in UK and paying taxes every months. Very disappointed.

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Response from Croydon University Hospital

Dear Edyta

I am very sorry that you had a poor experience in A&E and thank you for taking the time to let us know. I should explain that our emergency department is intended to deal with situations which require immediate treatment and usually, where surgery is required that is not an emergency, your GP will be asked to make a referral to the hospital so that a diagnosis can be confirmed and surgery arranged, if appropriate.

I am unsure whether you were seen by staff in our emergency department or in the urgent care centre, which is provided by VirginCare and I should be most grateful if you would contact me direct so that I can try and identify the right service. Certainly, if immediate surgery was not required, the doctor who saw you should have provided reassurance and a clear explanation of what would happen next and I am very sorry this didn't happen.

Graham Richardson

Deputy Manager, PALS & Complaints pals@croydonhealth.nhs.uk

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