"A memorable care experience by a wonderful team"

I’m writing this regarding a previous experience in General Surgery at the New Victoria Hospital Day Surgery Unit. I promised the wonderful team that I would let Care Opinion know at the time, but I had since had other issues ongoing with my health which meant I wasn’t able to.

I’d first like to share how nice it was for all the team that day to formally introduce themselves and their roles. This meant I was able to identify and differentiate all the team members; to know who was responsible for each part of my care, and what their roles were, and be able to relay information and remember most of my experience.

I want to acknowledge the brilliant nurse who looked after me from when I first entered the unit until I was later discharged, who went above and beyond for me. The entire team did, apart from one healthcare assistant, sadly, who wasn’t there long.

The nurse in charge of my care was attentive; she frequently asked me if I needed anything and always did her best to answer any questions. If she didn’t know, she asked someone who did. She made sure all information was correct and did all tests as appropriate. She helped me get prepared for my surgery with ease and checked in with me regularly.

The anaesthetists were very reassuring and helpful. They included me in my care by giving me options and the knowledge I needed to make informed decisions. Any questions I had were answered respectfully. I was given the option for spinal anaesthesia, but I opted for general due to my health history. We also had a giggle about some things, and they made the inevitable act of being put to sleep a less scary concept! During the anaesthesia, I was made to feel at ease and one of the staff was holding my hand and ensuring me they'll look after me. I just had to share one of my terrible classic jokes, of course, by asking if anyone needs anything while I'm out! Despite having had many general anaesthetics, it's not something I'll ever not be afraid of, so, anything to break the ice!

My surgeon is the most genuine, caring, informative, skillful, and empathetic professional I’ve met in a long time. I’ve had mixed experiences in the NHS, but I cannot fault his care for me that day; from carefully explaining my procedure and the risks, being honest about potential outcomes, discussing future options, aftercare, and follow-ups. He is extremely meticulous and committed. I felt safe in his care and trusted him with my health completely. I also observed that he was very respectful of his colleagues, and the entire team appeared to be in good spirits while working harmoniously and cohesively that day - a very refreshing experience.

The post-op/recovery team was exceptional. I had a slight complication upon awakening from the anaesthesia, and the post-op team stayed with me the whole time; controlling my pain levels promptly and ensuring obs/vitals returned to normal; ensuring my overall safety. I also overheard a trainee's teaching moment, and learning about what was happening to me as I was coming to; I'm happy I could be part of their learning process! The post-op nurse was so extremely kind, and we even had a little chat about our favourite things and life in general, to distract me from all the buzzing and beeping going on around me as things stabilised.

I had to stay quite a while after my surgery due to how I was feeling. My loved ones were kept well-informed of my health status throughout and I was eventually discharged later that day. The wonderful nurse who looked after me the whole day slowly walked with me out of the unit, and kindly hugged me goodbye as she wished me well, ensuring I reached my loved ones safely. It made me feel like I mattered; that my body, health and whole life mattered. I believe small gestures like that have a positive impact on us patients, especially for our recovery - I'd say the perfect analogy of how the care doesn't stop when you leave the ward. The whole care experience for me was exceptionally positive.

I thanked everyone who looked after me that day, and I said I’d pop by with a 'thank you' card, but I sadly wasn’t able to. I’m unsure if I can share names, so I haven’t, however, if there’s a way to do so to get them the recognition they deserve, then please let me know. If not, I hope they read this and remember who I am, and to know the difference they made.

Thanks so much to all of you who made my experience a pleasant one. I’ll forever remember you all, and how comfortable, safe, and cared for, you all made me feel.