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"My recent stay in st marys"

About: St Mary's Hospital (Newport)

(as a service user),

On Wednesday I visited st marys as I was feeling unwell I visited the urgent treatment center following on from a 111 call, I had some bloods and then discharged but I then received a phone call to say I had to come back due to some bloods not being normal.

On my arrival back to the urgent treatment center, I was spoken to very rudely by the receptionist who unfortunately I didn't get their name - however the Healthcare assistant was so pleasant and caring and showed such a caring approach despite me feeling very emotional and in such pain and feeling stressed I was then taken to another ward where I was waiting for a bed on a Ward, again nothing but such a care approach.

I was then admitted to luccombe Ward where the staff were extremely kind, helpful and nothing was a problem the trainee nurse called ruby was absolutely fantastic, the Healthcare assistant called Sophie was very kind and showed all the patients In my bay G bay kind, caring and understanding support and never rushed a patient while they was talking it was so nice to see.

Also the sister who I'm led to believe is Heidi was so lovely, supporting her staff and helping out also, I felt like nothing was to much trouble even if I rang the bell, the nurse staff were very prompt with the pain relief and kept me up to speed with all on what was happening if they didn't know they would ask. The cleaner Allen did a fantastic job to keep the ward to a high standard and so pleasant to talk too also.

I just want to ensure that the staff get the praise for their hard outstanding work on the ward because the deserve it and also for someone as young and scared as me they did a fantastic job. I know hospital are not a pleasant stay for the reason you're there because you're unwell but this was a experience that couldn't have gone better despite me never being in hospital.

Responses

Response from Vanessa Flower, Head of Patient Experience, Isle of Wight NHS Trust 2 months ago
Vanessa Flower
Head of Patient Experience,
Isle of Wight NHS Trust
Submitted on 09/08/2021 at 17:27
Published on Care Opinion at 17:27


picture of Vanessa Flower

Dear Sadie

Thank you for taking the time to post this valuable feedback, which I will ensure is shared with the teams concerned.

I am very sorry that the receptionist in the Urgent Treatment Centre was rude, this is not the standard of care we expect from our staff, and I am sorry you encountered this when you were stressed and unwell. I will ensure this is shared with the manager of the service to share with the team.

In respect of the feedback for Heidi and her team on Luccombe Ward I will ensure that they see sight of this, and I know they will be very grateful for this positive feedbac. I am pleased that you experienced positive care from the staff on the ward.

I do hope you are now feeling better after your stay with us, and I wish you all the best for a full recovery.

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