"EPU is a disgrace"

About: Croydon University Hospital

I suffered an early miscarriage following a nasty accident and was asked to attend the EPU to confirm it. I was also suffering from several broken bones and other injuries. On arrival, after nearly collapsing in the corridor trying to find the entrance, I was asked for my details and asked to sit and wait. I sat there for an hour in pain. When I saw the nurse they asked to do a pregnancy test .. They also gave me the results in the corridor which indicated I was definitely miscarrying... They didn't offer me any pain relief at any point. To confirm the miscarriage I was asked to go to the phlebotomy clinic for bloods to be taken.. As I'd already struggled to get to the EPU I asked for assistance from a porter, the nurse refused this as I wasn't an inpatient despite my injuries and being in the middle of my miscarriage. I sat for a further 2 hours trying to get the strength up to go to the phlebotomy dept. Eventually the receptionist called me a porter and I was helped up there. The phlebotomy dept were amazing. They gave me as much time as I needed and saw me straight away when told them what was going on. This saved me another hour of waiting. When I was called by the EPU to confirm the worst, the nurse did so without any empathy... It was like they were giving me blood count result... They gave me no advice on what to expect or how long it might go on for... I had to google that. Some months later, when I felt emotionally strong enough to talk about it objectively, I called the manager of the EPU to raise concern about my treatment.. They were defensive and argumentive. They did not accept that the level of support and nursing care during my miscarriage was inadequate. Personally, I thought it was shameful and lacking any humanity or empathy. I have worked in healthcare for many years and would never dream of being that detached towards people in my care.

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Response from Croydon University Hospital

Dear Anonymous

I am so sorry that you had an upsetting experience in our EPU, especially as this was clearly an already worrying and distressing time for you. I apologise on behalf of the Trust for the upset caused, and for the delay in responding to you here. I have passed on the details of your feedback to the EPU senior management but, as your review indicates that the events date back several months, it is difficult for us to identify the staff involved. If you are able to contact us with more information, we will be happy to investigate further. Our complaints department can be contacted on 020 8401 3352 or at ch-tr.complaints@nhs.net.

I have also passed on your kind words to our phlebotomy department, as it is always nice to be called 'amazing'.

Kind regards

Graham Richardson, Deputy Manager PALS and Complaints

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