"Thank you; the care was faultless"

About: Frenchay Hospital / Accident and emergency

(as a carer),

In late July 2013, my mum who is in her 80s cut her leg badly so I took her to the A&E department at Frenchay hospital (North Bristol NHS Trust).

The department was busy; the air ambulance brought in a badly injured person just as we got there. I expected we would have a long wait.

However, we only waited about 20 minutes. Frenchay hospital runs a service called "see and treat" whereby don't have to go through a "triage" or initial assessment by a nurse. They are all seen directly by a senior clinician.

So my mum got seen by a senior registrar called Simon Bennet. She didn't get moved around or have any delays. All mum's care was provided by the one doctor. He assessed her, patched her up and gave her a tetanus injection. He gave me instructions on how to get mum a wound review via her GP in 5 days time.

Mum has dementia. He was very kind and compassionate with her. We were in and out of A&E in less than an hour. I couldn't believe it.

Thank you Frenchay Hospital. The care was faultless.

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust

Dear Mrs Coventry – thank you for taking the time and trouble to post your views of the A&E service at Frenchay Hospital North Bristol NHS Trust (NBT). The number of compliments we receive hugely outweigh any complaints or concerns, and so I am very pleased but not surprised, that your mother received faultless care.

It is good to know that in this time of exceptional demand for A&E services, as is constantly expounded by the national press, the NBT staff are able to act in the professional manner we would expect, and deliver consistent and high standards of care.

I will pass on your thanks to the A&E unit and to Dr Bennett so they are aware.

I hope your mother makes a full recovery from her leg wound.

Kind Regards -

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