"I was admitted to Ward 5 heartlands through your A & E Dept."

About: Heartlands Hospital / Accident and emergency Heartlands Hospital / General medicine

(as the patient),

I was sent from my GPs to the A&E with an horrendous abscess which had come up on the back of my neck. In less than 1 hour I was assessed written up and was taken up to ward 5. The admission was because the Doctors wanted me to have I. V antibiotics.

The ward staff were very good. Caring, Helpful, polite and cheerful. The ward was spotlessly clean.

I was not feeling too well and was not very hungry, but the food options were excellent.

The following day the Doctor in charge Ms Ross examined me and said it was time for the dreaded drainage. have to say that I can think of probably a million a one things I would rather have done early in the morning but she was definitely right. Within an hour I felt so much better. The Doctor who actually did the mini op said he used a scalpel but at the time it felt more like a samurai sword, ( no joke the doctor is a martial arts fan) but they were great. My whole stay was only 2 and a half days but it was made a comfortable and pleasant stay by all(and I mean all) the ward staff. Everyone was kind and helpful. Patient and courteous, cheerful and very professional. It goes without saying that from time to time everyone must have an off day, but I didn't see any evidence of this from any member of your staff during my stay. I would love you to pass on my thoughts to the excellent day and night staff of ward 5.

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

Dear 6252tug

Thank you very much for your lovely feedback regarding your patient experience on Ward 5 at Heartlands Hospital.

I am pleased that to read that you were seen and assessed very quickly in Accident and Emergency and transferred to Ward 5 within the hour, and that you found the ward environment to be spotlessly clean. Gwen Womwell, Ward Manager for Ward 5 will be delighted to learn that you found all of the staff on Ward 5 to be patient, helpful, polite and cheerful. I can totally appreciate your apprehension regarding the actual drainage of the cyst and so glad that you felt almost immediate relief once it was done.

I will be delighted to forward your feedback to Sister Gwen Womwell and to Alison Stewart, Matron for Trauma & Orthopaedics and Thoracics who I'm sure will be thrilled to share your very kind comments with all of the staff on the ward who work very hard to provide a positive patient experience.

I hope this is acceptable and once again thank you for taking the time to post your comments, patient feedback is extremely important to us.

Kind regards

Marie Helebert

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Update posted by 6252tug (the patient)

I am very happy for you to pass on my comments. Too often only the top people get the praise, ie doctors, sisters etc.

But I really do feel that all the staff deserve a pat on the back. Afterall they are all just cogs in a huge wheel. All should be appreciated for the contribution they all collectively make. To a single person they were great.