"Excellent response at A & E"

About: Heartlands Hospital / Accident and emergency West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

A relative was blue lighted to A & E last night by quick thinking paramedics. His care was then taken over by excellent nursing staff & doctors who quickly administered the right protocol/treatment for his condition.

The staff found time to explain what they were doing and why - as well as explaining any tests etc. A bed on HDU was quickly found and he was settled for the night.

I cannot fault the experience so far and hopefully a full recovery will be made. Thank you to all the staff concerned, Can't thank everyone enough.

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

Dear stressedoutdaughter

Thank you so much for your kind comments about your relative who was taken by emergency ambulance to Heartlands Hospital Accident and Emergency Department.

I'm so pleased to read that the patient's care was taken over by excellent nursing staff and doctors, and appropriate treatment was delivered promptly. Calm, clear communication at a worrying time is always important and I am glad that everything was explained appropriately to you and your family, and the reasons for any actions taken also explained clearly.

I will ensure that your comments are highlighted to the Emergency Department Matron, as well as the Clinical Lead for Emergency Services at Heartlands Hospital so that they can ensure your feedback is communicated to all of the team who work extremely hard to care for patients, often under great pressure. Feedback such as yours is so important to us here at Heart of England NHS Foundation Trust, and we always ensure that it is communicated right back to the staff.

I hope my actions are acceptable and once again thank you for taking the time to share your feedback, it is valuable to us.

Kind regards

Marie Helebert

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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Dear stressedoutdaughter,

Thank you for your feedback and I hope your relative is making a good recovery. Where possible we do like to share feedback with our staff. In order to identify the staff members we would need to take some additional information from you. If you are happy to discuss further, I would be grateful if you would consider contacting the Patient Experience Team on telephone number 01384 246366 or email pals@wmas.nhs.uk

kindest regards


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