"Five week stay early 2013"

About: Croydon University Hospital

Anything else?

I found the majority of the staff were kind ,helpful & thoughtful, Three nurses/ward assistants were either rude, morose belligerent, offhanded or more intent in imposing their own persona. than forming a rapport.

The ward manager was loud both in voice and demeanour. Orders were shouted at staff presumably to make it clear who was in charge. My one contact with them was unpleasant. On the plus side three "Trainee" nurses came across as pleasant , friendly, very keen to help and prompt in responding to requests for assistance. When they qualify I do hope they retain all the good things and don't allow some of the more testing situations sour their principles

.

I think I should say that the "off ward" staff seem more content with life, which, perhaps underlines that pressures on the nursing side are more onerous. It takes a special kind of person o be in the front line. Whilst a resident I'm glad to say I met quite a few .

Finally despite a potential problem, the treatment I received seems to have been a success. I shall find out quite shortly.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Croydon University Hospital

Thank you for this posting regarding the care you received in our hospital. It is very encouraging to hear that the majority of staff were kind, helpful and thoughtful and that your treatment seems to have been a success.

The attitude and behaviour of staff is an area where the Trust has taken a proactive approach to improve standards of communication with patients, their carers and colleagues.

This year all our staff are attending a compulsory half day training event aiming to further equip them with the necessary skills and knowledge to deliver a first class customer experience.

Staff are encouraged to be intolerant of poor attitude and behaviours and clinical leaders and managers are expected to role model the excellent behaviours they expect of their staff.

It is therefore disappointing to read of this experience with a ward manager.

If you want us to look into it in more details please contact the PALS team on on 020 8401 3210 or email TalkToUs@croydonhealth.nhs.uk

If you prefer not to do that we understand, but can assure you that poor attitude and behaviour is taken very seriously and is addressed by the Associate Directors of Nursing, in conjunction with the Director of Nursing, Midwifery and Allied Health Professionals, who have direct responsibility for nurses and nurse managers.

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story