"Nothing But Praise!"

On Saturday morning, after having experienced a rather nasty throat infection for a number of days, I experienced the more extreme debilitating dizziness and feeling of nausea, which left me finding refuge on the carpet face down, not being able to move my head without a return of the dizziness and nausea.

My husband contacted the emergency services and spoke to a lady who was truly professional: listened attentively; asked pertinent, focused, clear questions; gradually narrowing down, with compassion, the possibilities; synthesised the information provided; and ensured that appropriate action taken. Throughout, my husband tells me, he was fully informed and received much reassurance; he could not be more complimentary.

The interval between the telephone conversation and the ambulance crew arriving was very brief. What can I say about the crew, whose names I believe are Mercedes and Lisa? Oh, my! How patient they were with me! How reassuring and skilful! Although I was experiencing sensations I would not like to revisit, I had the greatest confidence in them and that confidence turned out to be very well placed indeed. Despite not wanting to make particular movements, when I had, it was obvious that they were absolutely necessary. Given sufficient time, I could, no doubt, recall so much more, but, I must say now that these two ladies are a credit to the service. Again, the most appropriate word to use is 'professional'.

I was already aware, from national news reports, that ambulances had been queuing at Hospital Emergency Department doors. What the news reports - which I have experienced - seem to have overlooked is the care provided to patients waiting in the ambulances. The various groups of medical professionals, at the Queen Alexandra Hospital in Portsmouth, could not have been more proactive on my behalf, although I only had a short while to wait in the ambulance. Since sharing my experiences with others, I have heard recounted recent experiences in which patients and anxious members of their families were provided with sustenance, and, although there was an understandable inability for nursing staff and doctors to attend to the patients in the hospital, at regular intervals waiting patients were visited by nursing staff and/or doctors. Gosh! This is only one such occurrence!

Understandably, there was a little wait until I was called to see a doctor; in the meantime, I was able to witness the sleek efficiency, patience, professionalism of all the Emergency Department staff on duty. I think I need to use the work compassion here, but it seems inadequate to communicate the various acts of human kindness and sensitivity over and above professional duty. There was, in fact, a potential 'incident' just outside the Emergency Department doors, but this was smoothly and discreetly dealt with through excellent communication between 'front line' and 'security' staff - no drama!

After a while I began to feel a little light-headed, perhaps because of my inactivity and and the heat. My husband alerted the staff to this and, fortunately, on hearing that I was 'third' in the 'queue', was able to dis-spell any feelings of dizziness. When I was called to see the doctor, the manner in which I was greeted, questioned, examined, consulted and advised, filled me with such confidence in the quality of the care I was receiving. The doctor, who I believe introduced himself as Dr Mohammad, was so professional and focused, so efficient but with such a delightful 'bedside manner' that I felt as though I were his only patient. Obviously, I wasn't ...

(The taxi service (most used by hospital patients) - waiting time, driving experience and driver kindness - we used to travel home should not be overlooked ... again, nothing but praise!)

On the doctor's advice, I contacted my general practice surgery, East Shore Partnership, in Portsmouth, on the following Monday, and, again, was greeted with the best, most efficient, most caring response from the surgery's own 'front line' staff. Upon being connected with the surgery, the recorded message was meaningfully and informatively brief, and I was fully informed of the options and that the surgery needed to know how best to meet my needs. Yes, a very friendly, caring, efficient and informed member of the surgery staff quickly assessed the situation and, having provided me with information about the means by which ambulance crew and hospitals communicate with GPs, I was left in no doubt at all that - over the past few days - I have experienced something about which very little is spoken ... the efficient, joined-up, purposeful service which is the National Health Service.

I believe that it is true that the more complex the organism or organisation, the more open it is to problems arising. The NHS is an extremely complex organisation and, understandably, taking account of the involvement of fallible human being, problems will arise. However, my experience of the NHS is one which leads me to hold dear an organisation which is, for me, and innumerable others, a sine qua non.

Essentially, I believe that what one receives from such a service is, to a significant extent, a result of what one brings to it oneself.

Perhaps, as well as seeking ways to address any problems within the NHS, it is necessary to reflect upon how essential it is for myself and my fellow citizens to ensure that we take responsibility for our own actions and decisions, and ensure that we work in concert with the NHS rather than abdicating responsibility on a wide range of fronts, with the detrimental consequences to our health, well-being and exacerbating the draw upon the resources of the NHS.

I have spent my life conscious that, if ill, I can draw upon the services of the NHS ... and I have many very good reasons to be very grateful for this.

May the NHS continue for many, many years to come, continuing to evolve in such a manner consonant with founding principles.

Thank you!