"Unimpressed, frustrated at poor communication and..."

About: Croydon University Hospital

What I liked

Clean reception area.

What could be improved

a) a received letter with information about where to go, contained inaccurate information about how to access outpatient surgical department, which was confusing and not only delayed our arrival to the unit but also increased level of nerves prior the procedure.

Pl be more specific on where to go!

b) once we arrived, the receptionist was very unprofessional in telling us to go to second floor but did not say where in second floor to go, who to report to etc. Also, why going to a ground floor receptionist just to be told that we have to go upstairs, when we could have gone the the unit straight away. It is only waste of our and staff's time. In addition, the receptionist could learn to smile and welcome many nervous day case patients and their relatives with friendly smile and welcoming manner.

c) Once in the correct unit, my partner was seen by four different doctors who asked EXACTLY the same questions! Each session lasted between 5-10 min with new paper work. As much as I understand that a doctor and a anesthetist must see a patient prior the procedure, could they not see him together? That way, they would come across more professional at join discussion, all sides would know what was being said, that the operating site was marked and the paper forms could be filled in at once without repeated questions and time saved, without irritating a patient by asking again and again same questions. The service would be also quicker and more efficient by having one session, rather then four little ones. I believe that NHS service should be tailored around needs of patient as much as possible and not around needs of health care professional or old habits which seems to cope insufficiently with large numbers of patients.

Anything else?

d) communication between patient, relatives and the staff! My partner was not explained what was to happen prior surgery nor how to look after his wound site or what to observe for! or how to take his pain controls tablets!

Story from NHS Choices

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Responses

Response from Croydon University Hospital

We are sorry to learn of the problems you had when coming to our hospital. Your comments have already been passed onto the team managing these services but if you contact our Patient Advice and Liaison Service on 020 8401 3939 with full details of when you came and who you saw it would help us ensure your feedback reaches all the right people.

We are in the process of revising and updating all our letters to patients to make sure the information about where to go and who to see is clear. We will take your comments on board for the new letters which will be in use soon.

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