Croydon University Hospital. Pic: Croydon Health Services Trust

Accident and emergency services at Croydon University hospital are among the  five worst in the country for patient satisfaction, according to the Care Quality Commission. 

Almost forty per cent of 189 A&E patients who answered a questionnaire in February said their experience of the standards of care was ‘worse than expected.’

The Commission said Croydon Health Services Trust, which runs the hospital was among a number of  trusts which needed to review their performance “as a matter of urgency to ensure that they deliver a good quality A&E service.”

Croydon University hospital’s A&E scored below average in patients’ trust in ‘doctors and nurses,’ ‘care and treatment’ and ‘experience overall’ as categorised in the report. 

Below average scores were also received for the ‘care and treatment’ section and the A&E cleanliness section.

Similar scores were received for: privacy during examinations and treatment; receiving reassurance when distressed; and involvement in decision making about their care and treatment.

The ‘experience overall’ category, which included a question as to whether patients were treated with respect and dignity, also received a below average mark.

A score of 5/10 was given for the time patients had to wait to receive pain relief.

The trust did not receive any ‘above average’ results.

Professor Sir Mike Richards, Chief Inspector of Hospitals at the CQC, said that nationally there  were ‘’significant variations’’ between trusts. ‘’This highlights the need for all trusts to review their own results and to take action where necessary.”

“The findings are set out in the report according to the same key questions as we use for our inspections. This will assist us in making judgements about the quality of individual A&E services.”

Croydon Health Services Trust said the hospital has made “substantial improvements” to A&E services since the survey

A spokesperson said: “The most recent available data [from October], which is independently audited by the NHS, shows that 94 per cent of people who come to our Emergency Department would recommend it to their friends and family.”

“A few years ago, most would not have done so. We have made huge strides to improve our patient experience and the care available.”

“We take the experiences of our patients very seriously and what they tell us is an important driver in helping us identify and deliver improvements to our services.”