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Unsympathetic A&E department

Story from nhs.uk

"Unsympathetic A&E department"

About: Croydon University Hospital / Accident and emergency

Due to a problem I ended up in the A&E department. Was discrimated against under Equality Act with communication support not being provided. Had no idea of result of tests. Clearly ask for a phone call to be made with writing down the phone number of a person that I wanted to be with me but the dtaff failed to carry this out. Had to talk to inappropriate person about my problem but couldn't as very embarrassing aa wrong gender.

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Response from Hilary Frayne, Head of Nursing for the Emergency Department, Croydon Health Services 7 years ago
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Hilary Frayne
Head of Nursing for the Emergency Department,
Croydon Health Services

Submitted on 16/02/2017 at 11:06
Published on Care Opinion at 12:21

Dear BA

I am very sorry to hear that you had a poor experience at A&E. This is of particular concern as the department strives to provide safe, compassionate and non-discriminatory care to all patients using the service.

It would be very helpful to understand the specific problems you encountered, so I would urge you to either contact the PALS department or myself, so that the circumstances can be fully investigated and we can learn from your experience. 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. My email address: hilary.frayne@nhs.net

You may be encouraged to hear that in January 2017 the trust launched a new Equality, Diversity and Inclusion (EDI) Forum which includes membership of external stakeholders who represent all protected groups. Through this type of public engagement we aim to centre the voices of the patient, carer and citizens in the design, re-design, and delivery of health and care services in Croydon. (e.g. by disability, gender, ethnicity, sexual orientation, and religion)

A key objective for the new forum is to raise awareness with clinical and non clinical staff and to contribute to their training needs.

I very much hope you get in touch again

Kind Regards

Hilary Frayne, Head of Nursing for Patient Experience and Quality

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