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Overall I have been treated well

Posted By Tamgn44

"Overall I have been treated well"

About: Royal Devon & Exeter Hospital (Wonford) / Accident and emergency South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

As a patient who has attended A&E very regularly over the past 5 1/2 years - sometimes up to 4/6 times per week for mental health related reasons -  I can honestly say that overall I have been treated well.

At times there were longer delays and at times chaotic if police are there. However whether I’ve got myself there or brought in by ambulance, the care is good.

The system with arrival by ambulance and being triaged then passed over to other paramedics in the corridor is generally a good system. Often for me the paramedics have looked after me well ( sometimes a watchful eye on me, which isn’t always easy ) this has been good.

It’s obvious at times that waiting times are longer but it’s understandable. There were odd occasions when I felt forgotten and somewhat a nuisance, but overall I would rate the care very well.

From cleaners / porters/ admin to the nursing staff and doctors . Nearly always extremely polite and respectful.

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Responses

Response from Tamara Martin Garcia, Sister, Emergency Department (Eastern Services), Royal Devon University Healthcare NHS Foundation Trust 3 weeks ago
Tamara Martin Garcia
Sister, Emergency Department (Eastern Services),
Royal Devon University Healthcare NHS Foundation Trust

Sister Emergency Department

Submitted on 31/05/2025 at 18:45
Published on Care Opinion at 18:45

picture of Tamara Martin Garcia

Dear Tamgn44,

Thank you for sharing your honest and reflective feedback.

We're very pleased to hear that, overall, you’ve felt well cared for during your visits, and that you’ve consistently found our staff to be polite, respectful, and professional. Your recognition of their efforts, especially in the context of frequent mental health-related visits, means a great deal.

We acknowledge your comments about the times when delays have occurred, or when the department has felt chaotic. These situations can be difficult for everyone involved, and we appreciate your understanding and patience. We're sorry to hear there were moments when you felt forgotten or like a nuisance; please know that you are never a nuisance, and your presence and needs are as important as anyone else’s.

Thank you again for your kind words and for taking the time to highlight both the positives and areas where we can reflect and continue to improve. We wish you all the very best on your ongoing journey and are here whenever you need us.

Warm regards,
Tamara Martin Garcia

Emergency Department Sister

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Response from Deanne Hill, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust 2 weeks ago
Deanne Hill
Patient Engagement Manager,
South Western Ambulance Service NHS Foundation Trust

Submitted on 06/06/2025 at 12:53
Published on Care Opinion at 12:53

Good morning,

Thank you so much for providing us with feedback on the service you received, it is much appreciated!

We are glad to hear that our crews have treated you well.

For confidentiality, your patient information is not visible to us on this platform and so we are unable to find the details of your case.

We would love to pass your positive message onto the Ambulance crews who attended and looked after you and so, if you would feel comfortable sharing some additional information, please could you email us at compliments@swast.nhs.uk with the following details?

Your name, date the ambulance arrived, address and thank you message and we will ensure this is passed onto to the relevant crew.

Thank you again for taking the time to feedback.

Kindest regards,


The Patient Engagement Team

South Western Ambulance Service

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