Main telephone number:
020 8401 3000

Patient stories

What our patients say about our services

In-patient survey

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.

Friends and Family Test  

To give us more regular feedback than the annual national survey, we have the Friends and Family Test. You can read more about this here.

Patient Opinion

The Trust has signed up to the Patient Opinion web site that allows people to comment on our services.  You can leave your feedback and it will be published for everyone to see. 


Ratings widget

What do we do with positive comments?

Comments from patients and their families are shared with staff and are often on display. A few of the most recent ones are highlighted on this page. 

Click on the image for an enlarged version




















What do we do about the negative comments?

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

Tell us your story

If you have a story to tell about your experience of using our service please contact us using the online feedback form. We want to hear from you, so that your story can be used to help us to understand our patients’ and carers’ perspective of health care. You can contact our Patient Advice and Liaison Service - PALS. The service is free and confidential and can help if you have a query or concern about treatment or care at Croydon University Hospital or Purley Hospital.  PALS staff can also provide information about other support services. Click here for PALS contact details..

Patient/carer stories may occasionally be shared with the Trust’s Board, but only with your permission. If your story is told to the Board you will be invited to come along too. Please

Tell Patient Opinion your story

If you would rather tell your story to an independent organisation please use the form below to tell your story to Patient Opinion.

Click here to tell your story

You can also read about the care patients have received and leave your own comments about our services at NHS Choices.

become a member

Fill in our online registration form now

Our Promises

You feel cared for
You feel in safe hands
You feel confident in your treatment
You feel we value your time
You feel it's getting better 

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