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Respect, care and professionalism

Posted By niknaklady

"Respect, care and professionalism"

About: Heartlands Hospital / Accident and emergency

(as the patient),

I was thrown from a horse resulting in me being transported to Heartlands Hospital. On arrival there was (what has now become) the usual waiting on a trolley in a corridor situation. One's heart sinks because you know you're here for 'the duration'. Nowadays the duration is presumed to be at least 4 hours but in 3 hours I was seen by a doctor in A & E. I was treated with respect, care and professionalism, by all the staff but in particular Fran whose professionalism, Care and friendliness was exceptional. Constantly checking on me throughout the wait and not leaving me in the dark as to what was going on. 

I was eventually transferred to the CDU ward where once again the staff were extremely pleasant and caring. Although Family are not normally allowed to stay overnight in the CDU they made an exception for my wife which resulted in my stay being much more tolerable. We were both given toast and tea or coffee and generally looked after very well.

I've got nothing but good things to say about Heartlands on that day.

Thank you very much for the treatment, care and respect you showed me and my wife.

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Responses

Response from Heartlands Hospital 6 years ago
Heartlands Hospital

Submitted on 29/01/2018 at 15:46
Published on nhs.uk at 17:01

Dear Patient,

Thank you for taking the time to post your comments regarding your care and treatment at Heartlands Hospital, following your horse riding accident.

It is lovely to read such positive comments and I am pleased that you found the staff to be caring and professional and that your wife was able to stay with you in CDU.

I shall forward your posting to the senior management teams for A&E and CDU and ask that it is shared with the staff.

I am sure the staff will be delighted to read your comments.

Once again, thank you for your posting as all patient feedback is important to us, whether it is negative or positive, as this helps the Trust to improve our services and make changes where necessary.

We continually strive to improve our service for all patient’s and visitors.

Best wishes and I do hope you are recovering well following your accident.

Miss J. Langham

Patient Services Officer

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