"I would like to tell you how wonderful ..."

What I liked

I would like to tell you how wonderful I found the staff at Good hope Hospital last week. I was in to have an abscess drained from my back and was in considerable discomfort upon my arrival. I was extremely anxious because only 2 weeks before I spent a week visiting my sick elderly friend in a hospital in Harlow and I mortified by the poor hygiene and inefficiency there. After spending a week visiting my friend I was terrified of ever having to go into hospital so imagine my horror of having to have an operation just 2 weeks later. When my GP sent me immediately to Good Hope I was very nervous and tense, I couldn’t believe my worst phobia was happening.

Thankfully my experience was the complete opposite to that of my friend. I was seen by a lovely doctor within 30 minutes. The doctor was very compassionate, gentle and her English was very good. They explained what needed to happen and the nurses in the A&E area did their best to make me comfortable and kept a close eye on me. Within a few hours I had been moved to ward 7 ready for surgery. It was 27 years since I had spent a night in hospital and I was very frightened. I had no need to worry because the staff nurse approached me with a huge smile and settled me onto the ward. They were an extremely gifted nurse and I observed them working around the ward with patients of all ages. They were careful to speak clearly to those who had hearing problems and anticipated what the patients would need; they can communicate to people of all ages with ease. They had such a warm and loving nature and I knew I was in safe hands.

The shift changed and another staff nurse took over, who was very gentle and compassionate. They were very knowledgeable about what I was having done and thought about practical matters like were to leave my spectacles and explained what recovery would be like. It was so nice to have them go with me down to the theatre, like having my oldest friend there. The surgeon visited me to check out the problem and explained everything very clearly, they had a lovely disposition and filled me with confidence. I am recovering well and the practice nurse is happy with the wound so the surgeon did a great job and I’m very grateful.

Everyone was very diligent and went through rigorous questions about my health and family history with me which I found reassuring. The anaesthetists were marvellous; They seemed to have a really good camaraderie and had the perfect balance of humour and compassion; they explained the whole procedure and the moment before I was under felt very safe.

After the operation I was only in for one night but in the morning the ward was buzzing with all the various members of staff. The staff nurse was back and I noticed that their whole team were just brilliant; on the ball, caring and always with a smile. They never had a minute to catch their breath and I think they work incredibly hard. Despite having so much to do the staff nurse found a moment to organise for the district nurse to visit me the following day to dress the wound. The person bringing around breakfast and drinks was also so pleasant and kind and was very good with all the patients. There was also a very nice person cleaning the floors and was doing a very thorough job and also had an excellent rapport with the patients. It is things like this that make all the difference to someone who is unwell.

I left good Hope with renewed faith in the NHS. I am a teacher and like the health service education also comes in for a lot of public criticism so I feel it is important that the fantastic work of individuals is acknowledged. I found the A&E department and ward 7 to be wonderful and would appreciate it if you could make sure that the most senior managers of the hospital know this.

What could be improved

I think the toilets could be cleaned more regularly but the cleaners on the ward were very efficient.