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Such patience and kindness

Posted By FL

"Such patience and kindness"

About: Royal Cornwall Hospital (Treliske) / Emergency Department Royal Cornwall Hospital (Treliske) / Respiratory medicine

(as the patient),

I was admitted by ambulance to Treliske hospital Truro, on Monday as I became unwell when seeing my doctor at a surgery in Penzance. The ambulance crew were really kind, reassuring and professional and when I arrived at the hospital I was seen straight away. The nurses were great (everyone did introduce themselves but I am afraid I can't remember names) the young lady, junior doctor who saw me first and took notes etc had a great bedside manner and was very caring and also professional. I was later moved to Wellington Ward where the staff  'went above and beyond' especially the senior nurse (mike?) -making phone calls for me as I didn't have a phone with. They also had a patient who was rather confused and I could hear them in the night and morning speaking to the patient with such patience and kindness.

Am now back at home, and recovering well from pneumonia please pass on my thanks to all the wonderful staff.

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Responses

Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 5 years ago
We have made a change
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 15/03/2019 at 19:32
Published on Care Opinion on 18/03/2019 at 11:32

Dear FL,

My name is Jane and I am the Matron for Emergency Care. Thank you for your kind comments regarding the ambulance crew, Wellington ward and in particular the Emergency Department. Our aim is to triage patients within 15 minutes and for you to be seen within 1 hour. It seems that we managed this on your admission which I am very pleased about.

The staff have been asked to Introduce themselves to all patients when providing care. This is an initiative that has come about from the 'Hello my name is' campaign which the whole Trust has adopted. This improves communication and enables patients to know who they are dealing with and also assures a dedicated contact point for future reference.

I am delighted that your experience was positive and that you were treated with care and compassion by the Emergency Department staff. This is what we aspire to achieve for all our patients.

Thank you once again and I hope you are well on the way to recovery.

Kind Regards

Jane

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