"Explained things in an easy way to understand"

About: Royal Cornwall Hospital (Treliske) / General medicine

(as a service user),

I attended the Lymphoedema Treatment Department at the Royal Cornwall Hospital where I saw Emma.  She was extremely nice to me and very understanding. 

She wasn’t sure if the treatment for me could cause problems with other health issues so rather than risk it she is going to do some looking up to make sure it won’t rather than just risk it. She explained things in an easy way to understand. I have had some bad experiences at this hospital and so I think it’s important to show that isn’t the case this time.

I am in a wheelchair and she normally would have put me on a trolley but she allowed me to stay in my wheelchair.

I had trouble finding the way to get there and so when it came for me to leave a member of staff came with me to show me the way.

All in all I came away feeling that for once I was being looked after.

Responses

Response from Michaela Brewer, Deputy Patient Experience Manager, Patient & Family Experience Team, Royal Cornwall Hopitals NHS Trust

picture of Michaela Brewer

Dear Sheltielife

Thank you very much for taking the time to share your experience when you had the need to attend our Lymphoedema Treatment Department recently.

I am delighted to read that you were provided such outstanding care by Emma, that she was extremely nice to you, very understanding and explained things in an easy way to understand. It is also wonderful to know that she took your needs into account throughout. I can appreciate what a difference this all made to you especially as you have had some bad experiences in the past.

I will ensure your kind words and praise is shared with Emma as I know she will be pleased to learn that she was able to make such a difference to your experience and that you came away from the appointment feeling looked after.

Many thanks again for sharing your story

With kindest regards

Michaela Brewer, Deputy Patient Experience Manager

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