"lack of communication and information"

About: Croydon University Hospital

What could be improved

I wanted to check to see if the pool was open for a physiotherapy session in the evening.

I phoned three times: the first time switchboard told me that physiotherapy was closed. The second time I asked to be put through to the pooI I was put onto the department answering machine. Only on the third occasion was I actually put through to the pool itself.

If I was as unwell, as I often am, I would not have been so persistent and would have missed my session. I go to the pool to help in my recovery. Why does the switchboard not know of the evening sessions. And why is the physiotherapy department not listed in the directory of departments on this site so that I could have got to the right phone extension without going through the switchboard?

This wastes my money, my time and my temper. I am very short of energy and get tired very quickly and all this has used up quite a lot of my daily allowance of energy.

Story from NHS Choices

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Responses

Response from Croydon University Hospital

We are sorry to learn that you had difficulties getting through to the physiotherapy team to answer your question.

The service you refer to is not run by the Trust but by a private company who rents the hydrotherapy pool. If the pool is closed for any reason they should contact anyone who uses the service to let them know. We have passed on your comments to them.

In the meantime we will make sure that the number to call for information about this service is made more available to avoid this problem in future

Thank you for your feedback which will help us to improve our services.

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