Patient stories

The national in-patient survey provides a “snapshot” of patients’ views of their treatment either in hospital or as an outpatient. You can see the full results of all recent surveys on the Care Quality Commission website.
  
To give us more regular feedback than the annual national survey, we have introduced the “Just a Minute” comment cards which are available in all wards and departments and we receive thousands of comments every month.
 
Summaries of the comments and the actions taken are displayed around the Trust and reported regularly to the public Board meetings.

90% of patients who fill in our comment cards tell us we are delivering excellent care and the majority rate us either 9 or 10 on a scale of 1-10.
 

These are shared with staff and are often on display. A few of the most recent ones are highlighted on this page.

A big thank you to all of you

I was an out-of-area patient at Croydon Health Services and although I had heard the not so nice stories, I am glad that I chose this Trust.

The care I received during my antenatal and diabetic weekly visits from Dr Ajay and Dr Savine’s teams was excellent. Both doctors were great at listening and talking things through with me. Special thanks to Dr Savine, Dr Eswari and Dr Gideon who helped me adjust my insulin doses.

My husband and I attended a parenting class in June and we learnt lots although we are not first time parents. The midwife and breastfeeding counsellor who conducted the class was very helpful.

In July, I walked into labour room no.10 feeling anxious and nervous as I was told that I needed to be put on steroids and induced due to unstable blood sugar readings. I left however with a beautiful healthy baby girl, having had a wonderful experience.

The doctors, midwifes and other staff were amazing. A special thanks to midwife Lucy who had lots of kind words when helping me to deliver my baby. The staff who helped me afterwards were also really good.

I cannot express how grateful I am to Dr Ajay and her team, and the midwifes who took care of me day and night for their kindness, sense of humour and calmness, which made the whole experience one I will remember for all the right reasons.

The aftercare was equally amazing. The midwives who looked after me and my baby were lovely and very patient. Although it is obvious that the unit is extremely busy, I always felt that the team was very helpful and patient and always more than willing to answer any questions or concerns I had. 

The amazing staff should be commended. I am totally in awe of the fantastic work they do. I now tell every mother-to-be I meet how great Croydon Health Services Maternity unit is.

Again, a big “thank you” to all of you!

Mrs Harish, October 2012

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Thank you for making me feel important

I am a mum to a seven month old who was referred to a paediatrician in late August. My little boy has cow’s milk protein intolerance and is looked after by the paediatric dietetics team at the hospital. Christina, my dietician is marvellous and very supportive.

I have had to ring several departments in the last couple of months like X-ray and Ultrasound and have spoken to secretaries/consultants etc. to chase up appointments. I get the same monotonous answer every time with no real care or understanding of why a mum would be ringing five times a day. But, today a lady called Janette in Willows Outpatients appointments showed me that there is still kindness in this world and she proved what the NHS should be all about.

She went beyond her role and spoke to the consultant twice for me and called me twice to get me an appointment sooner. She shared some positive words of support with me that I don't even get from my GPs. Why can't everyone be like Janette? Thank you so much.

Mrs Pillai, September 2012

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Friendly and efficient service

I attended the hospital yesterday for a DEXA scan. When I arrived, a passing workman kindly stopped and offered directions to X-ray. At X-ray reception, I was greeted by a cheerful lady who directed me to the scan waiting area. I was called in within five minutes of waiting despite being 20 minutes early for my appointment. The lady who did the scan was kind, polite and informative and I had finished the whole procedure (with result in my hand to take back to my GP). Two minutes before I was even due to be seen. The whole experience from start to finish was very impressive.

July 2012

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Truly dedicated and professional team in the Coronary Care Unit

I had my second visit in two months to the Coronary Care Unit for an Angiogram,PCI/Wire under Dr Kumar, and would like to thank him and his very professional team for the excellent treatment, care and communications they provided. I'm sure it could not have been bettered anywhere else in the UK. I would also like to extend my thanks to the nursing staff for their exemplary commitment to their patients' well-being, a truly dedicated and professional team!

July 2012

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Dr Graichen, Miss Thaker and team are a credit to the Trust

I attended A&E in July with pregnancy complications. This was my first pregnancy and to say I was worried was the very least. I was seen by Dr Yannic Graichen from Miss Thakar’s gynaecology team. The level of care, consideration and outstanding bedside manner of Dr Graichen was amazing. Not only did he explain in full detail with compassion what may be happening and what the next steps of medical care would be, he made this very uneasy time for me a lot easier. Dr Graichen is a credit to this hospital and the profession. I am so grateful for all he did. I would also like to add that Miss Thakar and her team were excellent.

Leigh Sully, July 2012

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Thank you for excellent maternity care

I have just discovered this section on your website and would like to comment on how fantastic Croydon Health Services was when I gave birth to twins 14 months ago. The care during my pregnancy was excellent and the team that looked after us on the day and performed my c-section were brilliant.  Our twins spent 17 days in SCBU (Special Care Baby unit) and the staff care they gave to our twins (and me too!) was excellent.  Although it is almost 14 months later, I thought it would be nice to pass our comments on to you. Keep up the good work!

Michelle Galvin, June 2012

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Grateful thanks to Staff

My husband Denis was brought in by wonderful Emergency Ambulance staff to A&E resuscitation where his life was literally saved following a pneumothorax.

He then had superb care on both ITU and HDU for four days before moving to Duppas1 where he stayed for a further four days.

We are both lifelong proud supporters of the NHS and cannot speak too highly of the skill, care and kindness shown by staff on these units. This has extended not only to Denis but also myself throughout this difficult and worrying time.

Helen Dobson, wife of patient, June 2012

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Exceptional maternity care, thank you

I am writing to express my thanks and appreciation for the exceptional care I have received through the services of Croydon University Hospital.

On the 10th of February this year I became the proud mother of my first child, Lily. As a diabetic mum, I required closer monitoring during my pregnancy, and a longer admission around the time of Lily's birth.

Initially this involved fortnightly appointments at the diabetic antenatal clinic. The service, including Consultant, Dr Savine and his team, Specialist Nurse, Thembie and Dietician, Gay, closely monitored my condition and diabetic control, offering advice, guidance and reassurance throughout.

As my pregnancy progressed I was assessed by Obstetrician, Dr Ajay, who explained the options for birth and potential complications, as well as actions that would be taken should these complications occur. Being informed of the processes relieved my concerns and helped me to prepare for the experience.

I was admitted to the maternity ward at 37 weeks pregnant, on the 6th of February, to receive a steroid injection, encouraging the development of my unborn baby's lungs. In the five days that I was on the maternity ward I was cared for by a number of the midwives and I would like to give a special mention to Louise, Evelyn (day shift), Femmie, Emily and Evelyn (night shift).

Dr Farrah Lone had the eventual responsibility of bringing Lily into the world, as I needed an assisted delivery, along with 'night shift' Evelyn. At this stage in the proceedings, I was in no state to appreciate their expertise, but my husband commented on their calm demeanour and professionalism throughout.

To assist Lily in stabilising her blood sugar levels, she was moved immediately to the Special Care Baby Unit, where she was cared for with great kindness and diligence by Dr John Chang, his team and all of the nursing staff. They were always on hand to provide information and answer questions and ensured that appropriate follow up was arranged.

I have felt supported, informed, respected and very well cared for throughout this process.

I have worked for the NHS for 17 years, but this was my first real experience of being in receipt of NHS care. It was an extremely positive one and only served to strengthen my belief in the NHS.

April 2012

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A happy birth day

My wife gave birth to our baby boy (Charlie) on the 14th of March 2012 by caesarean section, much to my worry of her having to have such an operation and also that it would be done at Croydon University after hearing a vast amount of negativity surrounding the hospital with regards to giving birth and after care.

On the day of the birth we were treated wonderfully, being told what was happening, why and when and getting the opportunity to meet the person performing the operation beforehand.

The doctors all introduced themselves and made her feel at ease with their relaxed and happy attitudes, which is absolutely above and beyond what I would expect from any hospital, let alone one that we had been made to think was so poor in standards.

The aftercare was superb especially on the first night when my wife still couldn't move to feed and change the baby.

Other notes to point are the food (which is better than that in some hotels!) and the cleanliness of the whole hospital being almost spotless considering its outside aging decor.

We both look forward to seeing you all again when we have our next child!

Ivana and Richard Hawkins

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Excellent Paediatric staff

I would like to commend the staff in Paediatric Accident and Emergency which we recently visited on a Saturday. The nurses were excellent and saw us in a most prompt, efficient and professional way.

I would particularly thank the paediatric registrar, who was on call in the morning. She was extremely competent and reassuring. We were also seen so quickly by her.

Lots of people complain, but our experience of Croydon Health Services over the years has always been one of devoted and professional paediatric staff. We have always been impressed.

We are most grateful for the quality of care that we received both on Saturday in A and E and also over the years from Dr Hart and her team.

Parents of patient, January 2012

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Baby Freddie Thornton was born prematurely at just over 31 weeks, on March 4 at Croydon University Hospital. His mother Jodie was rushed into our Accident and Emergency (A&E) after her waters suddenly broke at home.

Jodie says: “My pregnancy was quite a difficult one and going into labour when I was just over seven months pregnant was very scary.

“My experience here has been fantastic, right from attending my scans through to staying on the maternity wards after I had given birth.

“Freddie needed to spend four weeks in the Special Care Baby Unit (SCBU) at the hospital, where I was able to visit him 24 hours a day which was reassuring.

“The team there made my whole experience a lot easier, Miss Hamid, who was my Consultant was fantastic along with her colleagues.  I also would like to say a big thank you to all the SCBU team, with a special thanks to Sandy and Marilyn. I am so grateful for everything.” Jodie and Freddie Thornton, March 2011

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"Nice and clean"

Visited the Purley Urgent Care Centre with a broken bone in foot was seen veryquickly by the nurse Tracey,who was lovely,. I was X-rayed  and back home in no time.Was very impressed, nice and clean and have recommended to others as many people don't realise the unit is there for minor injuries!Thank you. Patient, December 2011

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 "Great service"

What great service we received from the minor injuries unit in New Addington and from Purley Hospital.  My son fractured a bone in his foot at home, we went straight to minor injuries, had a short wait and saw a lovely nurse who was so very kind to my son and advised us to go to Purley for an x-ray the following morning, rather than taking him to the main A&E.  Great advice as Purley Hospital was very quiet the next day, we had a short wait for an x-ray, the fracture was confirmed and we saw another lovely nurse.  It was really excellent.  People I've spoken to seem surprised that we went to minor injuries rather than rushing down to A&E, so I'm trying to spread the word.  Thank you to everyone involved.  It is so great to be able to get in touch with such positive comments. Mother of patient November 2011

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 "Brilliant service"

Following a recent stay in your cardiac unit I wish to express many thanks to the staff, nurses, etc for the care they all gave me, from first entry right through to discharge the service was excellent, food , after care etc were all to the very highest standard. nothing was too much trouble. Cardiac patient October 2011

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"A godsend"

"The hospital has been a godsend to me recently. All the doctors, surgeons, nurses and anaesthetists are wonderful I'm a very scared patient and all my worries disappear when talking to staff." Patient, May 2011

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"Reassuring"

My 7 year old son injured his arm on the morning of the royal wedding, and following assessment in the A&E, required a trip to theatre for internal fixation.  Although my knowledge and experience whilst at work as a healthcare worker enabled me to understand what was happening, as a mother I was as daunted as everyone else. I found the Orthopaedic team extremely reassuring; the doctor was very kind and gentle. Special thanks to the operating department practitioner who talked Star Wars right up until Harry was anaesthetised, which completely put him at ease. The ward team on Rupert Bear were efficient and friendly and our follow up at the fracture clinic surprisingly quick and gave us confidence in the treatment received. Mum of patient, April 2011

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"Absolutely fantastic"

"Last October I fell down stairs and fractured my leg. Right from the start, the
ambulance guys, A&E, nursing and catering staff of Queens ward were absolutely fantastic. The plaster guys also deserve a mention. I had five different plaster casts on my leg and on occasions I was quite tearful due to pain and my leg taking so long to heal. I felt cared for and that was paramount. Since then I have to have a further op and again everyone at the hospital made my stay as customer-friendly as
they could." Patient April 2011

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“I just want to say that the service received this morning in the ante-natal clinic for my wife's 12 week scan was very good and professional. The woman doing the scan put my wife at ease answer the questions fully and presented herself in a very professional way.” Husband of pregnant woman, March 2011

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“I recently had to be admitted to Fairfield 1 ward. I received not good care but excellent! Nothing was too much trouble for the staff; I had 5 star attention and couldn't have been treated better (even privately).” Patient, April 2011

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My son Ben was admitted in April 2011 via A and E with appendicitis.  He saw a member of surgical team and had his appendix removed.  The care he received was speedy, efficient and ‘human’.  All the staff were attentive and he was checked on a regular basis and his care on Queens 2 was also remarkably good.  Mother of patient April 2011

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We set our senior staff “customer service” targets, and each one receives a weekly summary of the positive and negative comments received for their own staff. 
 
This means we really do listen to our patients
 
For example we are now:

• Working really hard on staff attitude, making our five promises to the people of Croydon a reality
• Putting Matron’s phone number in every cubicle in A&E, so patients can contact a member of staff if they are worried
• Following up single every negative comment about cleanliness to take action
• Auditing all our waiting areas to ensure they are tidy and comfortable
  Introducing an electronic queuing system in pharmacy so people can see how long they have to wait and come back when their drugs are ready
• Improving the information we give patients on discharge, so people know what to expect and who to ask for help if they are worried when they go home
• Screening every patient to identify their nutritional status on admission, and providing people who need help eating their meal on a distinctive tray so that we know who needs help and food is never accidentally taken away uneaten.
• Providing an updated bedside folder with information patients have told us they want. This includes a list of questions they might want to ask the doctor or nurse, and where to get information about their condition
• Updating ward information boards

You can read about recent improvements here