"Far Exceeded Expectations"

I write following a visit to you A&E department on the night of Monday 21st May 2018 following my daughters accident with her bike.

I note from the press everyone is quick to complain about service levels, and yes although I witnessed patients in trolleys on the corridors, and a very busy department at the time we got there just before 9pm, I am writing to tell you what a great job your team did.

Given the late hour of the day we unfortunately could not go to another hospital’s minor accident unit as it was clear my daughter potentially had fractured her wrist, and also had a nasty gash to her chin along with very minor cuts and grazes. I note these other units close by 9pm so I had no choice unfortunately.

From dealing with your triage nurse who was very attentive, caring and efficient - to the X Ray team – back to the Dr, and then the nurses who administered the plaster – all your team were first class, and a credit to your hospital and the NHS.

I do want to single out one doctor who I believe may have been an agency Doctor. He was just brilliant, so caring, and considerate to not only my daughter but to my feelings as the Mother worried about her child. He went above and beyond his role – and was just a real credit to his profession.

We left the hospital feeling really cared for, and more than happy with the service we received, far exceeding our expectations. My Mother was also with me, having retired from the NHS after 50 years service just last year, she too was equally impressed knowing the pressures faced by the trust.

You will also be pleased to know we were seen and dealt with within the 4 hours window as well.

This morning we had to return to the fracture clinic, and again just great service from all those we came into contact with – we were seen and left within an hour allowing my daughter to return to school in time for her school exams, although I think she was disappointed it was so quick!

This society is quick to condemn and talk about the negatives, so I felt it was important to write to you to say when it goes well, and hope you can recognise your team in some way for delivering such first rate service in what I can appreciate is very difficult circumstances given the demands to your service.

It was very interesting listening to those in the waiting room – some very open with telling anyone who listened how long they had been there, and why they were there – I found it frustrating and therefore appreciate the issues you are facing in educating society when to use an A&E department to lessen the burden to it – a job I don’t envy you doing.

Many thanks once again to your brilliant team for the service we received, and I wish you well in your pursuit to resolving the daily issues you are facing with the service you are seeking to provide.