"Friendly, welcoming and efficient"

About: Heavitree Hospital

Attended day surgery to have BCC removed from my face. Staff were welcoming, friendly and supportive. Everything about the procedure was fully explained before, during and after and I was given helpful advice at the end. I was seen on time and the whole thing was conducted with informal but respectful efficiency. The environment was spotless and appropriate infection control procedures were used throughout the procedure. A week later and the stitches are out and the wound is healing nicely. In an ideal world there would be separate reception and recovery areas as seeing other patients covered in dressings on arrival might be disconcerting for some. A more private arrangement for taking details might also be useful. Some details were taken behind a wrap around curtain - sadly, curtains aren't sound proof! That said, I did not feel my own dignity or privacy were unduly compromised. Thank you one and all. Graham

Story from NHS Choices

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Response from Rebecca McGuffog, Patient Engagement and Experience Officer, Royal Devon and Exeter NHS Foundation Trust

We are delighted to hear of your positive daycase surgical experience as we are constantly striving to achieve high standards of care. We are currently undergoing some major development work at Heavitree which will alleviate the issues you have mentioned with regard to a separate reception area and any privacy issues while taking down patients’ details.

We would like to thank you for taking the time to bring your concerns to our attention and assure you that receiving feedback about a patient’s experience is a valuable part of our continuing efforts to maintain high quality care and meet patient expectations.

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Response from Peter Brain, Volunteer, Healthwatch Devon

Dear Graham

The comments and responses on the web-site of Patient Opinion are shared with us at Healthwatch.

Thank you for responding through Patient Opinion to what you felt was a satisfactory experience. We wish you well in a continuing recovery.

More generally we are building a picture of the provision of services in Devon and these comments should help the NHS and other providers develop and improve their services.

If you wish to discuss any health or social care issues with us in confidence, including seeking advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain


Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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