"Referring online complaint-type reviews back to..."

About: Croydon University Hospital

PALS staff try to be helpful but their hands are tied.

They seemingly have no input re. on-going issues with any admin. matters e.g. numerous appointment letters sent out 'in error by staff' (quoting from a letter I received when writing to the Complaints Dept.), appointments cancelled late the day before/the day of said appointments and notified to the patient upon attending and confusing/mis-spelt admission letters denoting more than one location/ward the patient has to attend for treatment on one given day.

The 18 week patient's right to start treatment by a consultant led member of the team certainly does not exist for certain areas of orthopaedics at this hospital.

PALS cannot do anything about this but may refer you to the Croydon Commissioning Group or MP.

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Responses

Response from Croydon University Hospital

Dear 10 Month wait

I am sorry that you have clearly encountered a number of difficulties in arranging your treatment. The PALS team will always try to resolve any current problems experienced by our patients and their families when using services provided by Croydon Health Services, and in most instances they are successful. We record all issues raised through PALS and the complaint service and we use this information to highlight any trends or apparent problem areas to services to help them improve the service we provide. PALS staff should never refer a caller to the Croydon Clinical Commissioning Group (CCCG) or their MP on issues relating to our services and I apologise if that has happened. However, the CCCG does commission health services in the Croydon area, some of which are not fulfilled by this Trust, and we will explain this where appropriate.

Online review sites, such as this, will often remove patient specific information, which means that we cannot always identify when or where a problem arose, which is why we invite contributors to contact us direct to provide more information. The Trust has a policy of being open and transparent in the way in which we handle any problems, and we welcome any feedback, which will always be recorded and investigated. We carried out a detailed review of our outpatient booking process, which identified a number of issues around the processes, the system constraints and training needs and we have implemented a series of changes as a result.

If you have any remaining concerns following your complaint to us, please let me know and I will ensure these are addressed.

Kind regards

Graham Richardson Deputy Manager, PALS and Complaints

Please contact PALS on: 020 8401 3210 or at ch-tr.pals@nhs.net

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