"Best Possible Hospital Experience"

My three year old son badly cut his hand with a piece of thick glass on a Sunday in August 2020. Within hours I was being seen by an A&E doctor. He took photos of my son's hand and spoke at length with one of your colleagues at Queen Victoria, regarding the best treatment for him.

My son was offered an appointment to see a plastic surgeon at Queen Victoria two days later.

From the moment I walked in, I was taken aback by the friendly staff and their approachable and professional manner.

The nurse ran through what would happen that day, so I knew what to expect. I also spoke to the anthesitist and surgeon, so I could discuss my conerns surrounding the surgery.

The nurses continued to keep me informed, even letting me know where my son was on the surgery list. Thankfully he was first up and we were walked into the theatre. The surgical team attempted to insert a cannula, which wouldn't go in. Instead of persisting (which has happened previously at a different hospital), the staff did not hesitate to change tac and go to plan b. I was very grateful for this, as my son remained calm.

I was notified as soon as the surgery had finished and again walked down by a nurse to see my son.

I was given a debrief by the recovery unit and I also received a debrief later on by the surgeon.

On leaving, my son was delighted to receive a jigsaw.

Upon reflection, my son had a calm, pain free operation and we were both treated wonderfully by the staff. It was an anxious time, as a mother, but by the staff keeping me continually informed throughout our visit, it really helped me cope with the whole experience.

I can honestly say that this has been the best hospital experience I have ever had and this hospital should be a model for all others. Fingers crossed we won't need to visit again though.

I would like to thank all the staff at the hospital, your hard work is appreciated and valued.