"Paediatric day case - Ambulatory Care Unit"

About: Queen's Medical Centre

My daughter was scheduled for a routine endoscopy on March 31st.

On arrival to the hospital we got lost as the ward and block were incorrect on our letter, but luckily we bumped into a hospital volunteer who kindly escorted us all the way to the correct ward.

On arrival we were greeted by a very friendly nurse who asked us to wait in the playroom.

On entering we were met by the Children’s playworker who showed my daughter the activities available.

This was particularly helpful as my daughter aged 4 was very anxious.

We were then seen by the Consultant who explained the procedure and gave me lots of time to ask questions. Soon after, we were seen by the anaesthetist who was extremely friendly who gave me a very detailed explanation of what would happen in the anaesthesia room.

The anaesthetist also gave me lots of opportunity to ask questions and spent time talking to my daughter just so she would get to know them.

When it was time to go down to surgery the Children’s playworker escorted us down and waited with us until it was time to go through.

Whilst in the waiting room there were plenty of toys to keep my daughter entertained.

The best part of this experience for my daughter was being able to ride the toy tractor all the way down to the anaesthesia room.

As soon as my daughter had had her endoscopy I was taken to the recovery room where two lovely nurses were waiting with my daughter.

As she was still asleep I was feeling a little anxious about her wellbeing.

They put my mind at rest and gave me lots of reassurance that my daughter would be okay.

We were taken back to the ward and looked after by the most amazing nurses, my daughter had someone tend to her every need to ensure her speedy recovery.

Once the nurses were satisfied she was well enough we were discharged.

This entire process lasted 7 hours, and during that time I felt nothing but humble for the superb care we were given.

I feel very grateful that we have a wonderful institution such as the NHS for which we received first class care at no additional cost.

Many thanks to all the exceptional staff for such wonderful service and care.

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Response from Nottingham University Hospitals NHS Trust

Thank you for taking the time to post such detailed feedback about your recent experience of your daughter’s endoscopy appointment.

This is an excellent example of how every contact impacts on the overall experience of our patients, their families and carers. It is pleasing to hear that your experience in our care was such a positive one. We have shared your feedback with colleagues/teams involved in your daughter’s care (I hope she is recovering well).

Kind regards,

Rebecca Thurlow.

Ward Manager, Paediatric Ambulatory Care Unit.