"Fantastic experience of Ambulance Service"

About: Emergency ambulance service (Avon) Frenchay Hospital

(as the patient),

In June I had a terrible accident at home, I fell and broke my ankle--losing lots of blood in the process.

I was in shock and was very agitated when I called 999. I felt like the person dealing with my 999 call could have been a bit more polite, as when I told them to hurry because I was in pain, they sharply said: "Don't speak to me like that".

However, that was my only issue with the care I have received, in general the Ambulance Service was fantastic. Joe and Ian, the Paramedics, arrived at my house very shortly after my emergency call and they immediately reassured me. They were chatty and really kind throughout my journey to the hospital and they were very attentive to my pain levels--offering me pain relief at regular intervals.

I felt so comforted and reassured in the ambulance, I hardly noticed the journey. On arrival at Frenchay Hospital, Joe and Alan stayed with me until I was seen.

At Frenchay Hospital the service was also brilliant, I was taken straight to theatre where I received fantastic plastic surgery from Umraz Khan.

Since my operation I have been receiving orthopedic aftercare at Frenchay Hospital, which has also been excellent. I couldn't be more positive about the Ambulance Service, they come and pick me up from home, wait for me during my orthopedic appointment and then bring me home.

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust

Dear Gapped32 - thank you for taking the time and trouble to write of your experience of Frenchay Hospital.

I was pleased to learn that both Trusts initially responded in a professional and caring manner and that this has continued during your on-going care. I have passed on your comments to the areas in Frenchay concerned.

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