"A & E services and main reception"

About: Croydon University Hospital

I attended A & E last night and was treated, I was in further pain in the morning so decided to phone A &E before returning. The member of staff on the front reception told me that they couldn't deal with my request very abruptly, I began to get tearful on the phone at which point they hung up. Last night at a &e the staff repeatedly told members of the public they were not medically trained and couldn't give advice but that was not the case for myself this morning. To prove this point I watched a man have 2 seizures and only by the second one had the person behind the desk rung someone to inform them. Only the patients around the man were helping until professionals arrived.

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Responses

Response from Croydon University Hospital

Dear Anonymous

I am very sorry to learn of your poor experience when you visited the Accident and Emergency department at Croydon University Hospital. This department is made up of two main parts - the Emergency Department (ED), which deals with patients who are seriously ill, and an Urgent Care Centre, which is the initial point of contact and triage for walk-in patients and treats patients who do not need to be passed through to ED.

Whilst the ED falls within the wider hospital services provided by Croydon Health Services NHS Trust, the Urgent Care Centre is commissioned separately by the local Clinical Commissioning Group and is run by VirginCare. Both the Trust and VirginCare welcome feedback on our respective services and I have therefore passed your comments to VirginCare so that they are aware of your experience.

Kind regards

Graham Richardson, Deputy Manager, PALS and Complaints

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