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First class service

Story from nhs.uk

"First class service"

About: Conquest Hospital / Accident and emergency

I recently visited the A&E dept with my 23 millionth old daughter after she had banged her head falling off a bed.

Whilst there, it was evident to see a full waiting room and staff that seemed very stretched with resources.

When my daughter was see an we were seen by a nurse. He was very reassuring and thorough in his examination, checking both my daughter's physical injury, hear reactions, output and reflexes. I was impressed with how reassuring and detailed he was for the going home advice. The service we received was without doubt superior to what we hear and read about the nhs.

Then, 2 weeks later I find myself with my 3 1/2 yr old daughter and a head injury back at the conquest.

She had been playing chase and fallen onto concrete. Whilst at the hospital,

I was embarrassed to see the same staff member for children on duty. Yet again, his approach to this daughter was exemplary. Despite her having a communication difficulty, he took the time to hear her voice. His examination and assessment was meticulous. Not only this but the staff apologise for the waiting when they are working to the best of their ability.

Other patients in the waiting room were moaning about waiting for an hour.

The A&E staff deserve recognition for managing the amount off patients, medical and trauma incidents with such care.

As a family we are grateful for the help we received and would like to thank a paediatric nurse for the level of care and advice my daughter's and I received.

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Responses

Response from Conquest Hospital 5 years ago
Conquest Hospital

Submitted on 12/09/2018 at 13:20
Published on nhs.uk at 14:05

Dear Mrs Smith,

Thank you for taking the time to leave us such lovely feedback about the recent experience of care you had from staff in the Emergency Department at Conquest Hospital; we very much appreciate it. The Trust works hard to provide all patients, no matter how young or how old they are, with a high standard of care, underpinned by the values in treatment of kindness, compassion, dignity and respect, and we are delighted to read this was your experience. We also, and most sincerely, hope both of your daughters are well and have made a full recovery from their injuries – they are, no doubt, lively and keeping mummy on her toes!

When a parent has to bring their child (or children) into hospital, the care provided to their little one means the world to them and will naturally by anxious, worried or upset. The fact you report staff being kind and caring in their manner and undertaking a comprehensive examination for both of your daughters must have been a huge relief to you, and gives us the assurance that our staff are professional at all times, even when faced with the challenges of a very busy and demanding Emergency Department. We will ensure your feedback is shared with staff as they will be so pleased to read how much you valued and appreciated the care provided not only to your daughters, but to you as a concerned parent.

We wish you, your daughters and your family good health and happiness now and for the future.

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