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Second experience of A &E after awful first

Story from nhs.uk

"Second experience of A &E after awful first"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

Having had an awful experience of a planned admission via A & E the first time, not listened to when computers falling* in and out and I knew what was supposed to be happening and knew exactly where it said on temporary file ( over reliance by many on computers only ) I dreaded this arranged admission. However total opposite ! Absolutely brilliant and cannot thank the exceptional staff enough, I am someone who believes that full information about treatment etc is vital so I too can be responsible for my care and how great when this is acknowledged and respected.

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Responses

Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 4 years ago
We have made a change
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 13/05/2019 at 20:19
Published on Care Opinion on 15/05/2019 at 11:31

My name is Jane and I am the Clinical Matron for Emergency Care.

Thank you for your post via nhs.uk. I am really sorry that you had an awful experience on your first visit to the Emergency Department. We rely a lot on technology these days and when it doesn't work correctly, it causes a lot of frustration to all concerned.

We have focused a lot recently to try and improve our patient's experience when attending ED, including listening to our patients more and involving them in their care and treatment plans. I am pleased that we were able to achieve this for you.

Thank you for your comments regarding my staff, I am very proud of my team and they are as you say exceptional, working continually under extreme pressure.

I hope your recent experience with us has allayed your fears regarding future admissions.

Kind Regards

Jane

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