"I had foot surgery as an in-patient ..."

About: Nuffield Orthopaedic Centre

(as the patient),

What I liked

I had foot surgery as an in-patient in September 2009 and feel very happy indeed with all aspects of the treatment and care that I received prior to my admission, during my time as an in-patient and at the follow-up appointment.

I was treated with respect by all staff with whom I had dealings. Medical, nursing and therapy staff (physios and OTs) gave me clear information about the diagnosis, treatment and related procedures. Intended outcomes and potential risks were discussed in detail. The approach of all staff (not forgetting those in a support role, such as cleaners and porters) was highly professional while being pleasant and friendly. The term 'patient-centred' may sometimes be a little over-used but it describes perfectly, the approach of the staff and the culture I experienced at the NOC. The low infection rates and the measures described to me to keep it that way were very reassuring.

What could be improved

My out-patient pre-operation appointment which took place about a week prior to admission was rather lengthier than anticipated. I had been told to expect to be there for two hours but in the event, it took from 9.30a.m - 3.00pm. It has to be recognised, however, that there is a lot to be done at this session and the reason for the delays were explained to me by the staff organising the through-flow of patients. The long wait was also eased by the fact that the clinic is next to the cafe and that the staff were understanding about the need for patients to go and get food and drink from time to time.

Story from NHS Choices


Response from Nuffield Orthopaedic Centre

Thank you for your email – we are delighted your experience as an in-patient was a positive one and we hope that now you are home that you continue to progress well. We have worked hard during the past year on improving the patient experience and when we get feedback like this it shows that we are on the ‘right track’. You quite clearly identify the issues which are important to you when you visit hospital - respect, clear information, professionalism and friendliness from all who work here. Regarding your comments about the pre-operation appointment may we suggest that you contact our Patient Advice and Liaison Services (PALS) on 01865 738126 if you wish to talk about this further. We have been unable to investigate why your appointment took so long because we have no information regarding the day when you attended – but they will be happy to help you.

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