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All staff treated me with the utmost care and attention

Posted By Seb2023

"All staff treated me with the utmost care and attention"

About: Mater Hospital / Accident & Emergency Mater Hospital / General Medicine

(as a service user),

I attended A&E in the Mater with an episode that led to a query of a stroke. The A&E was very busy but the staff were very helpful and prioritised me for a scan. Unfortunately, I had to stay in A&E over the next 24 hours as there were no beds but the A&E staff did their best given this is not a ward environment.

I did get admitted to the ward the following evening. All of the staff on the ward were so helpful and supportive. The Consultant Dr Lim was so attentive and reassuring. All the nurses whilst busy were professional, kind and caring. I also had some problems with my blood pressure dropping. All the investigations were carried out and I got a diagnosis and management plan. All of the staff from support through to nurses and Doctors all treated me with the utmost care and attention. 

I cannot Thank them enough.

My only down side was the food which hardly ever was what I ordered. I know I shouldn't gripe but some days were not good but the staff always  apologised for that. 

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Responses

Response from Bernie Carey, Service Manager, Mater Hospital, Belfast Health and Social Care Trust 5 months ago
Bernie Carey
Service Manager, Mater Hospital,
Belfast Health and Social Care Trust

Submitted on 24/11/2023 at 14:08
Published on Care Opinion at 14:08

Dear Seb2023

I sincerely apologise for the late response. My name is Bernie Carey and I am one of the Service Managers at the Mater Hospital. Thank you so much for taking the time to tell us about your experience and I am happy that overall you were content with the service we delivered to you. From the very outset I am sorry to hear you had to spend over 24 hours waiting on a bed in A&E. The Medical and Nursing staff during these difficult times within the emergency department try their best and thank you for your kind words and acknowledging this.

You tell me when you eventually got a bed on the ward Staff were helpful professional and very attentive to you. The staff will be delighted to hear. Often staff only hear negative feedback, so this will mean so much to them. In addition your experience with Dr Lim was very positive and can I assure you I will update her and pass on your kind words of appreciation to her.

I am sorry to hear the food you ordered was often not what you were offered to eat. We do understand meal times are an important time for our Patients and they look forward to a nice meal. Currently there is ongoing work around trying to get this experience right for all our Patients. The catering manager has been informed of your experience. He wants staff at ward level to contact him directly when there is a complaint about food and he tells me will come and speak with Patients directly and will have an alternative meal prepared if what one ordered is not available to them.

Our ward managers are working closely with our catering manager to get our menus and food right for our Patients. Thank you for bringing this to our attention. We will continue to keep focused on serving only the food our Patient's have chosen from our menus.

Seb2023 I sincerely hope your management plan is working for you and your health is continuing to improve. Look after yourself

Thanks again for taking the time to tell us of your experience

Take care

Bernie

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