"My mums a and e admission"

About: Croydon University Hospital / Accident and emergency

(as the patient),

My mum was admitted to a&e early morning as she had fallen. She was complaining of back pain she was given an X-ray and pain relief and diagnosed with a urine infection. She was then sent up to the observation ward. I questioned several times why she was not on IV antibiotics but was told she was on tablets. I queried that she had not been given any pills around teatime it was noted that they had in fact not given any antibiotic to my mum who is elderly. She was unsteady on her feet due to infection but despite asking nurse on 5 separate occasions (the same nurse) my mum was not given antibiotic until the evening - 11 hours after admission. I find this absolutely disgusting.

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Responses

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

I am so sorry to learn of your mother's experience in A&E. I have passed your comments to the senior staff responsible so that they are aware of your concerns, although I have been 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's stay, 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.

Hilary Frayne, Head of Nursing for Patient Experience and Quality

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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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