"An experience of "excellence"in practice."

About: Queen's Medical Centre

For the past forty years I have lived in Australia and this was my first involvement with the NHS since that time although I have visited the UK many times I have never required medical attention. After receiving outstanding care at the Emergency walk in Centre in Seaton House I was referred to the Acute Medical Receiving Unit, (AMRU) at Queens Medical Centre. Again, I was greeted by a smiling reception person who Informed me I was expected, quickly verified my details and placed a wristband on my arm. I was informed I would initially be seen by the nurse, had the opportunity to ask further questions and took a seat in a very comfortable chair. In a few moments another smiling face appeared and provided me with a much appreciated cup of tea. Within a 5 minute interval I had been assessed by a friendly, highly competent nurse who treated me courteously and respectfully, provided me with appropriate information and answered my questions. During this time the nurse recorded my vital signs, an ECG, and blood was taken for various diagnostic tests. The Nurse's competency in being able to take blood painlessly from my very 'collapsed' veins was appreciated.

Twenty to 30 minutes later I was seen by the doctor. I gave a verbal history of my illness and this was followed by a thorough physical examination, I was given information at a level conversant with my background, my questions again answered courteously and respectfully.

At this stage I was very impressed by the care and attention I had received from the moment I entered the NHS system. Not a moment was wasted. I was fully informed at all stages during my out patient experience. I, receivied all the information I required and understood the relevance of all tests and the outcome of the care I had so far received and what would happen next as I progressed through the system.

Everyone was extremely caring, keeping me informed all along the way; I felt safe and secure knowing I was getting the best possible care available. Later a chest X-ray was ordered and finally my case was reviewed by the Consultant who gave me further reassurances about my medical condition. At this point I was discharged with adequate information to confidently return to my family members home.

Thank you to everyone involved in all aspects of my care. Everyone had a kind, caring manner, you treated me with respect, you listened and gave me all the information I could handle.

Thank you AMRU staff for your outstanding care and attention, this really was "excellence" in practice.

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Response from Nottingham University Hospitals NHS Trust

This was excellent feedback. Thank you for getting in touch to share your full experience of our hospital. I’ve shared your words with the AMRU team, who are incredibly grateful to hear that you experienced such good care while you were with us.

Wishing you all the very best,

Helen Malia

Acting Matron, Acute Medicine