"Excellent care and a brilliant new initiative."

On 25th Oct I broke my ankle in Bristol. I had a trimalleolar fracture and was in hospital for 5days. The nursing care was excellent but there was much to complain about including a 2hr wait before I was triaged and a 7hr wait before I was given pain relief. I had an operation on 29th and was discharged home to Kent on 30th.

On weds 2nd Nov I was experiencing extreme calf pain and went to the A and E department at the William Harvey. What a difference. I was triaged immediately and then progressed through various rooms for ECG, blood tests, and X ray with minimal waits for each. They decided the cast was too tight and I hadn't got a DVT and took a portion of the cast out to relieve the pressure. I was home in 4hrs which we felt was very good at 8pm in the evening. All the staff were very friendly, courteous and efficient.

I was to return the following Monday or Tuesday and on Friday morning I received a call to make that appointment. When this proved difficult we were asked to come straight down and see someone.

When we arrived at fracture clinic reception they were waiting for us. They took us straight to the plaster room there we met a member of staff and shortly after the Registrar. What lovely people. The member of staff got the whole of the old cast off with some difficulty and it was quite a mess underneath with bleeding, clots and swelling. The Dr checked for compartment syndrome and DVT. The wounds were cleaned and dressings were changed. I was given a backslab plaster and clear instructions for next week and a time to return. All was done efficiently with confidence and smiles. We were only in the car park for 45mins.

We returned yesterday and went straight to plaster room where once again we were immediately met by the same member of staff and then the same Dr. The plaster was stripped down and what a difference. All going well. I am now in a beautiful pink sparkly cast. The member of staff changed my appointment and gave me a new one when I will be back under the care of fracture clinic.

We were praising the service and the member of staff told us it was a new initiative to improve the efficiency of throughput especially in A and E with them being able to solve problems and difficulties which present without blocking the system. This time we were 50mins in the carpark.

It is a brilliant. Thank you both. You have restored my trust in the NHS. It is full of great people like you and this enables you to provide a great service. Thank you!