"Saddening A&E Experience"

About: Croydon University Hospital / Accident and emergency

We were sent to A&E by the out of hours GP in the hospital at 11:45pm on a Sunday night. My first dissatisfaction was with the GP who didn't actually assess my mother in law properly, when they realised she was sent there for ?DVT they sent us straight to A&E. We then waited for 4 hours to be seen. In the meantime, my mother in law was left to sit in a draughty corridor, feeling a bit forgotten and increasingly worried and very cold! It seemed that anyone who came in making more fuss and noise than her got seen as a priority. In the space of time we were in the hospital (5 hours in total) I didn't see a single healthcare professional wash their hands or use alcohol gel. Nothing was explained to my mother in law, until she was seen by a doctor who seemed utterly confused as to why she had even been sent to A&E in the first place. Overall we found it a hugely frustrating experience.

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Responses

Response from Hilary Frayne, Head of Nursing for Patient Experience, Croydon Health Services NHS Trust

Dear Anonymous

I am so sorry to learn of the long, uncomfortable and frustrating experience of you and your mother in law. I have passed your observations and comments to the senior staff in the Emergency Department so that they are aware of your concerns, although I am unable from the information provided, to identify who was responsible for your mother's care and treatment.

If you are able to contact our PALS office with more information about your mother in law's experience, I will be happy to ensure that the circumstances are fully investigated.

Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net. The office is open during the week from 9am to 4:45pm.

Kind Regards

Hilary Frayne, Head of Nursing for Patient Experience

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Response from Hilary Frayne, Head of Nursing for Patient Experience, Croydon Health Services NHS Trust

Thank you for taking the time to provide us with feedback following your recent visit to the Emergency Department.

I am sorry to hear that you did not have a good experience within the department. Your comments will be discussed with the Management team in the Emergency Department and will also be shared further with the nursing team to ensure that we use this as an opportunity to learn from feedback

Samantha Goldberg, Associate Director of Operations

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