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"I was made to feel like I really mattered and they cared about my health and me"

About: Great Western Ambulance Service NHS Trust The Great Western Hospital / Accident and emergency

(as the patient),

I had a fall at the rail station. My husband and I had tried to quickly get under the barrier but I tripped and fell and was in quite a lot of pain. Someone called an ambulance, and they arrived promptly.

I was taken into hospital by two lovely drivers, and they asked me which hospital I'd like to be taken to. I didn't expect to be asked, and I thought this was fantastic. It was particularly important because my husband needed to get a bus home from the hospital.

I was taken to Great Western hospital, and everyone, every single member of staff was wonderful with me and my husband.

Everything was also very thorough. I had bruising on my body and couldn't walk well. They thought they knew what was wrong, but weren't content so insisted on xrays.

At every point, the staff put themselves out for me. I almost felt like I was wasting NHS money, but was so incredibly grateful.

It was all about the little details. From social work staff to consultants, everyone was wonderful.

I was shown such compassion and care.

I have nothing but positive things to say about the ambulance crew. The driver, Shaun, and the attendant Mike were so kind. I was feeling a little sad and upset on the way home, and they chatted to me and made me feel much better and far more lively. The brought me right inside. The care was unbelievable.

I feel like in today's world quite often you feel bundled around and like a number, rather than a person. Not by this ambulance crew, I was made to feel like I really mattered and they cared about my health and me. They wanted me to be happy, and did everything they could to make sure I was.

I said to the ambulance crew on the way home that I wanted to thank them, and share my compliments for the team. They suggested I talk to Patient Opinion, and I'm delighted to share my utmost praise for the service - they were truly wonderful.

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Response from Patrick Mulcahy, Head of Clinical Development, Great Western Ambulance Service NHS Trust 12 years ago
Patrick Mulcahy
Head of Clinical Development,
Great Western Ambulance Service NHS Trust
Submitted on 28/07/2011 at 16:50
Published on Care Opinion on 29/07/2011 at 10:06

Dear Shrub815.

Thank you for taking the time to comment on your recent experience of our service.

It is welcoming to read positive comments from patients and service users and I will ensure that I pass on your thanks to both Matt and Shaun.

We always aim to deliver patient care of the highest quality and often in today's fast paced society saying 'Thank you' or 'Well done' can often get overlooked. and so it is extremely pleasing when people find the time to provide us with feedback. I am pleased that not only was your whole experience of the NHS positive, but that our staff in particular treated you as an individual and did those extra little bits that can make all the difference.



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