"Personalised Care"

About: Queen Elizabeth Hospital / Accident and emergency

(as the patient),

I attended A&E on NYE with awful back pain. I was seen by Dr Pepper. If he is the future of our struggling NHS then I feel safe and hopeful. His care and support was efficient, personalised and comprehensive. The department was clearly busy but I was never made to feel that. I returned and was admitted on the 6th and saw him again and that care was repeated. The department was under incredible pressure and patients were being moved from trolleys to chairs to try to manage this. The staff were incredible - one nurse whose name I can't remember knew exactly where every patient was and what they were waiting for-she had everyone organised under extreme pressure and still was able to smile and be human. These individuals demonstrate to me how our NHS is still full to brimming with brilliant, individualised care. BUT under the unrelenting pressure they are faced with every day I am not sure how long they can do this.

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Response from Nicky Beecher, Patient Experience Manager, University Hospitals Birmingham NHS Foundation Trust

Dear PoohBear,

Thank you for taking the time to provide feedback regarding the excellent care and treatment that you received from our Emergency Department at the Queen Elizabeth Hospital Birmingham. We are delighted that you found the staff, in particular Dr Pepper, to be supportive and efficient during both your attendances to the department. Your comments have been passed onto Dr Pepper and also the senior staff responsible for this service; they will ensure your feedback is shared with all their team members. It is a real morale boost for staff to receive feedback like this from patients and their relatives. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way.

If you would like to provide any further feedback about your experience please visit the hospital webpage www.uhb.nhs.uk/yourviews

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