"The nurses were deciding who to let in..."

About: Croydon University Hospital

What I liked

The nurses were deciding who to let in first to see the consultant either by the thickness of their files or by who they were. There was nothing to drink in the outpaients debt. and I am a dibetic,I waited nearly 2 hours after my appointment time. When I asked after an hour I was told by the nurses to wait my turn. The nuses were quite rude,They were still also switching the files around.

When I got intouch with PALS I was given a leaflet which told me to write to the complaints dept. Which I did When they looked into it,the head of the nursing staff took their side by saying : because there were 4 consultant some may have been seeing them. I know this was not the case as, for the other consultants were on different piles. I know this by when I asked they looked at only 1 pile to find my file. This is not my only experenice at this hospital. Sorry for my spelling mistakes.

What could be improved

Gettin the drink machine fixed, better seating if you have to wait hours, Having a TV to watch.

Having someone there to watch the staff.

Anything else?

I would also like to be told the truth about my condition. The reason why I want to know is that I assumed I had an hiatus hernia since 1984, and was told They could not do nothing as it was near the heart,I was told then I had to put up with the pain ect. It must have also been written in my medical notes,as whenever I asked about it,the doctor always said there was nothing to do but to increase my meditation.

When my sister was dianosed with one in 2003. After about 2 years of her having I thought was the same thing, I realised my condition was different, It took about 6 years to persade my doctors this was the case. Then when I get to the hospital I get treated like this.

Story from NHS Choices

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Response from Croydon University Hospital

We are sorry for the inconvenience caused to you by the long wait you experienced in our Outpatients Department.

All patients should be seen according to clinical priority and the team is sorry this didn’t happen on this occasion. Being seen “out of turn” can sometimes happen when several doctors are covering a clinic and people are booked to see the most appropriate doctor for their particular issue. Some doctors work faster than others and some will have easier consultations resulting in patients being seen more quickly.

If you want to discuss the matter further please contact the Outpatient Services Manager 020 8401 3451.

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