"The nurse"

About: Solihull Hospital

My Girlfriend had cut her leg open over the weekend so a trip to the minor injury ward was needed. Upon arrival we spoke with the person behind the desk who made life a little hard for us and certainly had an unwelcoming attitude. This was quite uncomfortable for both myself and my better half! Once they had reluctantly spoken with us we took a seat and waited for a couple of hours! When we were called through a nurse took my girlfriend and I into a room and proceeded to look at her injury. While doing this the nurse proceeded to make small talk with us and took a genuine interest in us! We then had Charlies (my girlfriends) leg x rayed before the nurse could glue her wound together. When doing so the nurse made sure Charlie was comfortable and did a great job getting her mended up. Once done the nurse gave Charlie clear instructions on what she needed to do to get her leg better faster. Both myself and Charlie said afterwards how nice the nurse was! It was a real breath of fresh air having someone genuinely care about you and is something the health system is slowly loosing! Well done to the nurse and if I should find myself wounded I know where you are! Thank you!

Story from NHS Choices

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Anonymous

Thank you for your comments regarding your recent visit to Solihull Hospital Minor Injuries Unit with your girlfriend Charlie.

I am very sorry that your initial impression was not a good one and that you felt the receptionist was unwelcoming and made the intial booking in process difficult. I will ensure that Ms Zoe Lane Reception Manager is made aware of these comments and can liaise with the staff about how they are perceived and expected standards of communication with our patients and relatives.

With regard to the nursing care you experienced, I am so pleased to read that you felt the nurse was professional, friendly and genuinely cared for the patients.

I will pass along your feedback to Jane Elwell Lead Emergency Nurse Practitioner at Solihull Hospital who will be thrilled to read your feedback and communicate it to all of her team.

I know that our staff find positive patient comments a real boost and they will also be thrilled.

Thank you for taking the time to post your comments and I hope that your girlfriend Charlie is now recovering well from her injury.

With Kind Regards

Marie Helebert

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