"A little disappointing"

About: Croydon University Hospital

What I liked

Though the clinics in Out Patients were very busy during my second visit, staff were helpful if asked. I did however have to wait an hour and a half over my appointment time and felt the resulting consultation was hurried. The doctor did not seem to know anything about me, had no time to read my notes so I left feeling very let down. There is too long a gap between seeing the doctor and getting any results even though all tests are done very quickly and all staff concerned with those were very caring and helpful.

What could be improved

Many patients were not able to hear their names being called and were worried that they had been missed out.It was very hot in the department and I could see no water dispensers anywhere. Perhaps a couple of those could be installed somewhere obvious.

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Response from Croydon University Hospital

Thank you for your comments and we are glad to learn you found our out-patient staff helpful.

We are sorry you had to wait such a long time to see the doctor – we are currently looking at how we run our outpatient clinics to try to reduce delays but there are times when, because of urgent cases somewhere else in the hospital, the doctor is not always available to start the clinic on time and this can have a knock-on effect on the rest of the day. If this was the case when you came, someone should have explained that to you – and we are sorry that this didn’t happen.

Thanks for the suggestion about water coolers – the team are looking into installing some very soon.

Your point about people with hearing problems is well made – that’s why our staff try to speak to everyone individually when there are delays to ensure they know they have not been forgotten. The manager for the service is sharing your comments with the team and reminding them of why this is so necessary.

Thank you again for taking the time to pass on your comments . If you have any further questions please don’t hesitate to contact our PALS team either by phone 0208 401 3939 or email pals@croydonhealth.nhs.uk

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