"Emergency Department Glory"

After slicing two fingers open on a broken tile, I made my way to the hospital (QMC) expecting the worst but I was very pleasantly surprised. From start to finish the staff provided an efficient and courteous service, which under the pressure of their job is difficult to maintain (and many fail).

I checked in at reception, which was quick, to the point and informative. There was a short wait (about half an hour or so) and I was in with the triage nurse, who asked questions to get information about how I injured myself and assessed the wounds. Whilst having a look at the wounds and applying a temporary dressing, she made small talk and was very sympathetic.

I was given clear directions to x-ray, and only sat for about 10 minutes there before being zapped by a young radiographer (perhaps a student) who had a great sense of humour. She had me in and out in no time and I left with a smile despite the agony.

Another waiting room later, I settled in for the long hall. BBC news had only done one round of the London high rise fire before I was in with the next nurse. She examined the wound more closely, and despite some technical difficulties managed to look at my x-rays on another workstation. She also had a great sense of humour, and somehow made me feel a little less of a plonker. After determining that there were no bits of tile and no broken bones, she had a good look to see if I had damaged the tendon. The conclusion was drawn that it was okay and she booked my in for the stitches. This is he first time that I have seen management of expectation (a basic customer service skill) for a long time in any industry and I was mightily impressed. She informed me that the person who would stitch me up (apologies, I can't remember her title), was on lunch and there was one person ahead of me for now (prioritisation and all that) so it would be about an hour and a half wait.

I spoke to a nurse (I think) on the reception for that waiting room who reluctantly agreed to let me go for a cigarette (advised all the usual health risks and added that it lowers the blood pressure so isn't ideal). He was clearly dead on his feet, but still met me with a smile, courtesy and a sense of humour.

Once again I settled into my seat for the long hall after returning from my cigarette. It was only a few more rounds of the BBC coverage before I was called in again. A lady called Emily (apologies again for the lack of title), took a closer look at the wounds and asked some more background questions, after which wanted to ensure that the tendons were in tact. She called in for another opinion, a doctor I think who confirmed all was okay. Then it was time for the stitches, where my expectations were again well managed. Whilst prepping her kit and potions she explained how she would stitch the wounds and gave information about the anaesthetic. She was careful and sympathetic and made sure I was well numb before proceeding. Whilst stitching me up she again made small talk (a cunning distraction method I think) and was very genuinely courteous. We had somewhat of a laugh whilst I was being stitched up and found common ground to talk about. I left the hospital just a couple of hours later with a smile, amazing.

I'm not sure if this will reach all those involved in my treatment but I hope it does as I'd like to thank all of them. I very rarely feel that I have received a good service, even from service and hospitality companies, that warrants positive feedback and I never expected it from such a busy NHS department.

What a team, thank you.