Caterham Dene Community Hospital - Ratings and reviews
Reviews
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Review titled Swollen and oozing finger but I was sent away
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
I went to Caterham Dene Urgent Care Centre as advised by my GP practice as I had had liquid nitrogen treatment for a lesion on my finger and I had a very bad reaction to it. I had the procedure done privately (it isn’t available on the NHS) and was told by Triage that I couldn’t have any treatment as I’d had it done privately. I couldn’t get an appointment at the private hospital until after the weekend by which time my finger had deteriorated to the extent that I was prescribed antibiotics and a special dressing was put on it. I should have thought that at the very least, someone could have put a dressing on it and given me advice on how to care for the wound.
Visited Urgent care centre on June 2023
Review titled Caterham Dene Community Hospital
Replied on 09 June 2023
Thank you for taking the time to provide feedback. I am sorry that your experience was not a positive one. Your comments have been shared with the Clinical Leads at the Minor Injury Unit who will discuss them with the team. If you wish to discuss your concerns further please do contact me directly on 01737 775 463. Kind regards Linda Warnes Clinical Governance Manager
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Review titled Rude and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2023
I attended today with an inner ear infection that has lasted for over 3 weeks, in excruciating pain and feeling dizzy. I explained my symptoms and gave my address to the receptionist who made me take a seat to wait for the nurse. Nearly an hours wait and the nurse calls me in to state that she can triage however the doctor cannot see me or prescribe as I live slightly over the boarder. She didn’t even bother looking at me, a complete waste of my time. The receptionist should have told me this when I arrived; when I said this they stated they cannot assess patients; whilst that is correct they were given my address which is a clear indication that I would not be treated! This is absolutely unacceptable and to be left now visiting East Surrey Hospital instead due to their incompetence
Visited Urgent care centre on June 2023
Review titled Caterham Dene Community Hospital
Replied on 10 July 2023
Thank you for taking the time to provide feedback. I am sorry your recent experience at Caterham Minor Injury Unit was not a positive one. Your comments have been shared with the Clinical Leads who will discuss them with the team. If you wish to discuss your concerns further please contact me directly. Kind regards Linda Warnes Clinical Governance Manager 01737 775 463
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Review titled Gave me someone else’s notes!
Rated 1 star out of 5
by Stephanie Waddell - Posted on 13 February 2023
I was advised that I would have to go to Croydon’s fracture clinic to book an appointment with them as I you couldn’t refer me, annoying, but worse than that, Croydon then said I’d need a referral so I had to go to their a&e, making my time at caterham a complete waste of time. Then I realise the notes I was given were someone else’s so I have private medical information for someone else and presumably they have my details? Very concerning and frustrating. What a waste of NHS money!
Visited Don't know on February 2023
Review titled Caterham Dene Community Hospital
Replied on 16 February 2023
Dear Stephanie, Thank you for taking the time to provide feedback on your recent experience at the Minor Injury Unit. I am sorry it was not a positive one for you. I understand that the Clinical Lead has made contact with you and extended our apologies and discussed your concerns. If you wish to discuss this further please contact me directly on 01737 775 463. Kind regards Linda Warnes Clinical Governance Manager
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Review titled Rude Receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 07 January 2023
Weekend packing required since November 2022 so need to make ongoing appointments. Extremely rude receptionist would not make ongoing appointments so went to the other very sweet receptionist who booked future appointments and her rudeness shocked us. Even the other receptionist apologised to us. If the receptionist cannot be polite, then she should leave
Visited Don't know on January 2023
Review titled Caterham Dene Community Hospital
Replied on 09 January 2023
Thank you for taking the time to provide feedback on your recent experience, I am sorry it was not a positive one. Your comments have been shared with the Clinical Leads who will discuss them with the team. If you wish to discuss anything further please contact me directly. Kind regards Linda Warnes Clinical Governance Manager 01737 775463
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Review titled Excellent Service
Rated 5 stars out of 5
by Samantha Fisher - Posted on 08 January 2023
I was at my wits end as I was in pain and not able to get a doctors appointment or use 111 call and on line - I went into Pharmacy and they said I need antibiotics and recommended Caterham Dene - I called and the reception lady was so pleasant and advised to come in. I parked up and pleasantly surprised that no charges were in place, the receptionist was extremely helpful, kind and genuine empathy. I was only sat waiting for 5-10 mins when I was called in. The nurse was excellent and arranged for the prescription to be ready at the pharmacy as long as it took me to drive there. I am so impressed with this service - I hope it stays open.
Visited Urgent care centre on January 2023
Review titled Caterham Dene Community Hospital
Replied on 09 January 2023
Thank you for taking the time to provide valuable feedback about your recent experience. I will ensure your comments are shared with the team. I hope you are making a speedy recovery. Kind regards Linda Warnes Clinical Governance Manager
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Review titled Appalling disregard for the elderly
Rated 1 star out of 5
by Ian Roberts - Posted on 12 November 2022
I visited my father in law in the Dene Hospital, Caterham today during afternoon visiting times. I found him sitting in a chair staring at a wall. He told me he had been there for hours with minimal interaction from staff. While I was there the occupational therapist arrived. She asked whether he had been doing his exercises but no information was available to remind this 83 year old what these exercises were. He informed me that he was keen to leave the hospital so he could be cared for by his daughter who lives in Kent but he had been told that since this was outside Surrey it would not be possible,. Surely there is some kind of reciprocal arrangement between Kent and Surrey Health Authorities? My Father in Law was sharing a room with a 90 + year old who had informed staff that he had something in his eye (possibly an eyelash) which was causing him severe discomfort. During the two hours that my wife and I were visiting the hospital, he was variously told that that the nurse was on her break, that the matron wasn't working that day and that there was no eye bath available. Eventually, I intervened and suggested that the eye bath from the hospital first aid kit should be used but I was told by a nurse that she "didn't think they had one"! I am incredulous that these elderly people are being treated with such contempt and disregard. I share responsibility for health and safety in my place of work where all staff have had basic first aid training and first aid kits contain eye-wash components. Surely it is a minimum expectation for a hospital to have the same facilities and training. The nurse I spoke to appeared to be unaware of what an 'eye bath' was! When the patient with the eye problem asked to speak to the matron he was informed that she was not working today. Staff failed to inform him that there was a nameless "Senior Nurse" on duty. I would like to know whether the levels of 'service' that I have referred to above are the norm or whether there is an excuse for the appalling treatment of those unlucky enough to find themselves on the ward of this hospital. Was it perhaps a shortage of staff? Or maybe it was a lack of supervision whilst the matron was elsewhere? Perhaps no one has been made responsible for a basic level of first aid training amongst the staff on duty? Or maybe the first aid kits have been depleted and not re-stocked. I sincerely hope the reason was not a general lack of concern for elderly patients who are are coming towards the end of their lives and are unable to defend themselves. I am saddened to witness such a lack of compassion. Various nursing staff were glued to their computer screens but none appeared to be interested in patient welfare.
Visited Geriatric Medicine on November 2022
Review titled Caterham Dene Community Hospital
Replied on 17 November 2022
Thank you for taking the time to provide feedback about your recent visit to Caterham Dene Ward. We were very concerned following your review and immediately carried out an investigation. We cannot comment on individual patients due to confidentiality so would encourage you to contact us directly should you wish to discuss this further. I can assure you that patients staying on the ward are offered to spend time in the day room with other patients and have access to a television. We ask patients on a regular basis if this is something they wish to do. Please contact me directly on 01737 775 463 or via email linda.warnes@nhs.net Kind regards Linda Warnes Clinical Governance Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 06 September 2022
I have used the Dene, several times for minor injuries. I used them today for suspected fractured ankle. It's quick to be seen , x-rayed, checked out within a hour. The staff are polite and take the time to listen to you. All of them are an absolute credit to the NHS
Visited Urgent care centre on September 2022
Review titled Caterham Dene Community Hospital
Replied on 09 September 2022
Thank you for taking the time to provide valuable feedback on your experience of the Minor Injury Unit at Caterham Dene. I will ensure your kind words are shared with the team. Kind regards Linda Warnes
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Review titled Efficient and caring
Rated 5 stars out of 5
by Christine Williams - Posted on 12 September 2022
Reception answered our phone call within two rings and advised us to come to the Urgent Care Centre. We were seen in a timely way by two nurses who were friendly and receptive and a diagnosis quickly made with recommended treatment. Bit surprised that we were advised to buy the chloramphenicol from a pharmacy, as non-POMs can be prescribed , but I expect there was a reason for that.
Visited Urgent care centre on September 2022
Review titled Caterham Dene Community Hospital
Replied on 21 September 2022
Thank you for taking the time to feedback on your recent visit to the Minor Injury Unit at Caterham. I am pleased that you had a positive experience and will ensure your feedback is shared with the team. Kind regards Linda Warnes Clinical Governance Manager
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Review titled Outstanding care
Rated 5 stars out of 5
by Shirley F - Posted on 07 September 2022
My thanks to the wonderful, kind and professional nurses who dressed my left elbow for just over a month. It has healed well and the scar is hardly noticeable. The walk-in centre has a calm atmosphere and waiting times are minimal.
Visited Urgent care centre on August 2022
Review titled Caterham Dene Community Hospital
Replied on 09 September 2022
Thank you for taking the time to provide feedback on your recent experience at Caterham Dene. I will ensure your kind words are shared with the team. Kind regards Linda Warnes Clinical Governance Manager
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Review titled Wonderful staff
Rated 5 stars out of 5
by Barbara - Posted on 22 June 2022
Had an appointment to have stitches removed was seen by two very helpful and kind nurses who put me at ease and were very gentle. Reception staff also very welcoming, altogether a pleasant experience thank you all the staff
Visited Urgent care centre on June 2022
Review titled Caterham Dene Community Hospital
Replied on 23 June 2022
Thank you for taking the time to provide feedback about your positive experience at the Caterham Dene Minor Injury Unit. I will share your complimentary words with the team. Kind regards Linda Warnes Clinical Governance Manager