"Emergency admission suffering from chest pains..."

About: Royal Preston Hospital

I would like to pay my compliments to all the staff that looked after me last week after I was admitted with severe chest pain after a pre-syncopal episode whilst I was out cycling. I cannot praise every member of staff highly enough; from the paramedics (who were called out by my GP at St. Mary’s Health Centre at 3pm), to the doctors in the emergency unit, especially to the doctor who was conscientious and concerned enough to have me admitted to the MAU. Please, thank him personally for me for taking the time to explain in some depth what he thought had happened to me. He was never condescending, in fact he was very approachable and had what we used to call a ‘good bedside manner’ which made me feel very much at ease despite being quite anxious at the time. There are other staff in the Emergency department who deserve the highest praise for their professionalism, and similarly never grew tired of answering my questions (which were numerous if a little humorously disguised). Shame on me, but I cannot recall their names, but as you know the time I was on the ward you should be able to trace them easily enough to thank them for me. Please take the time to do this; they thoroughly deserve my gratitude and admiration for their professionalism and the compassion they showed towards me. Would you please carry my eulogies to my ‘named’ nurse who was brilliant, and to the Consultant who, after listening to my family history, was thoroughly determined to get to the bottom of my ‘feint’ (she could tell how anxious I was for answers), and sent me immediately for an ETT (usually an out patient service, but they found time to fit me in) before allowing me to leave hospital to determine (and reassure me) that I was suffering from the effects of a chest infection and not a more serious heart problem. Wow! I had a personal nurse and my own personal doctor – personal care of the highest order. Hurrah for the NHS staff. Finally, I would like to thank the cleaning assistant (a lady who was cleaning the bay I was in prior to my discharge in the afternoon) because she was so very polite and conscious all the time of those people around her who were ill, and that she might be disturbing them. I really am sincere about this because very often people are passed over as though they were invisible, who nonetheless, are essential to the total care of patients and deserve our praise in equal merit. So, please if you can trace her, commend her. Last but not least (last in chronology but not least in attitude towards patient care) please thank the nurse who prepared my discharge letter and arranged for me to go back in the evening to pick up my medication. He was very easy to talk to (even when I pointed to the ‘comments form’ on the counter of the nurses’ station and he perhaps thought I was going to make a complaint!) he remained polite!

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for your very positive feedback about the care you received in the Emergency Department recently. Please be assured that it has been shared with the staff concerned.

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Response from Royal Preston Hospital

Thanks for your feedback. Hearing about positive experiences really motivates our staff, and helps us identify where we’re getting things right so we can share good practice across all of our services.

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