"lovely staff"

About: Conquest Hospital

I would like to say thank you to all the staff in the Richard Ticehurst department that looked after me when i came to the conquest for a tonsillectomy on the 22nd April 14. I was very nervous about my operation even though it was only a minor one. The staff took time to understand my fears and did what they could to answer my questions and make me feel as comfortable as possible. They were especially considerate when i mentioned my fear of needles and even offered to administer my anesthetic through a mask rather than injection. They assured me that all the needle bits would be done while i was asleep. The only things i could complain about was a bit of a break down in communication, half the staff agreed i would be anesthetized through gas and half of them proceeded as if i were to be injected. However all was resolved in the end. the other problem was a very long wait for the procedure, i was told to arrive at 8 am, and followed all instructions on not eating and drinking. so when i'd been waiting for two hours in the waiting room, i was very thirsty and hungry. i was then told that i wouldn't be seen till the early afternoon and to have a drink of water up till 10 am and to come back the hospital at 11. I didn't get seen till 1:30 pm, however i appreciate that it would be difficult to give me an exact time when there are other patients and complications to consider. Finally i was very surprised when i was told i could go home and they only gave me ibuprofen and antibiotics, i was given no painkillers and told to take paracetamol when i got home. I had to visit A&E four days later to ask to be prescribed something for my pain. i was seen very quickly and again the doctor was very friendly and helpful and provided me with a prescription for necessary painkillers. however i should have received them in the first place. Once again apart from that, lovely staff and a pleasant hospital. Thank you very much.

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Response from Conquest Hospital

Thank you for taking the time to provide valuable feedback about your experience of surgery with the Richard Ticehurst Unit and for your very kind words about our staff. We are pleased that staff did all they could to alay your fear for needles. Your comments have been passed onto the senior staff responsible for these services; they will ensure your feedback is shared with their team members. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We're sorry to hear that there were a few issues that could have made your experience better. We hold regular Patient Experience Champion meetings where patient feedback is discussed in more detail to assess area's for improvement. We will ensure your feedback is included in one of our sessions. If you feel that you would like to discuss your concerns in more detail, please do not hesitate to get in touch with our patiet Advice & Liaison Service (PALS) who would be happy to liaise with staff on your behalf. PALS can be contacted by phone 01424 758090, by email PALSH@esht.nhs.uk , or in person by dropping in between 9am – 4pm (Mon-Fri) to the PALS office located in the main entrance opposite the Coffee Shop. We hope that you are continuing to make a good recovery from your surgery.

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