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Care Opinion

The service was efficient, courteous and friendly

Posted By caelumpm64

"The service was efficient, courteous and friendly"

About: Royal Cornwall Hospital (Treliske) / Emergency Department South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a carer),

My wife collapsed late in the evening.  She had a serious stroke five years ago and another recently, so the local surgery in Boscastle advised I ring 999.

From then on the response was very quick, first responders based at Tintagel within minutes and ambulance shortly afterwards. The responders and ambulance crew were very helpful, reassuring  and carried out essential tests immediately, also managed to carry my wife down narrow stairs and tight corners to ambulance without mishap.

Followed her to Treliske by car, finding her already scanned, tested and in a cubicle when I arrived.  It was a lengthy wait for a doctor to discuss diagnosis and treatment, but understandably hospital staff were very busy at this time of year. I advise packing sandwiches and a good book. 

Overall the service was efficient, courteous and friendly in difficult circumstances and it was a relief to discover she was not badly affected and there are followup options conveyed to our doctor. 

Learning it was my birthday, I was offered biscuits with my cup of tea, but the care she received was the best present. Thank you all.

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Responses

Response from Megan Nicholls, Patient Engagement Co Ordinator, Patient and Family Experience Team, Royal Cornwall Hospitals NHS Trust 8 months ago
Megan Nicholls
Patient Engagement Co Ordinator, Patient and Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 18/08/2023 at 14:22
Published on Care Opinion at 14:22

Dear caelump64

Thank you for taking the time to share your story with us. I'm sorry for the delay in getting back to you on here.

I am pleased to see that, when your wife to go Treliske, she was treated quickly. I'm sorry to hear that you had a a bit of a wait to see the doctor to discuss diagnosis and treatment.

I am so pleased to see that you and your wife received such a high level of care and that the members of staff were courteous and friendly during such a worrying time for you.

It is great that you were offered birthday biscuits with your cup of tea. I hope that your wife is recovering well.

I am writing to you as a member of the Patient Experience team but, I will ensure your kind words are forwarded on to the relevant team.

Thank you, again, for taking the time to share your story with us.

Thank you

Megan

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Update posted by caelumpm64 (a carer)

Thanks Megan

It was reassuring that Treliske is still able to offer a high level of care despite rocky times and some previously more testing experience.

A constant niggle - and I know you can do little about this = are the car parking charges, on this occasion £9.00 which is higher than one usually encounters on council sites in Cornwall and must seem as an unfair imposition on people who have no choice in the matter.

Other than that, felicitations.

Chris Rodda

Response from Sami Burkitt, Patient Engagement Events and Project Facilitator, Patient Engagement, South Western Ambulance Service NHS Foundation Trust 6 months ago
Sami Burkitt
Patient Engagement Events and Project Facilitator, Patient Engagement,
South Western Ambulance Service NHS Foundation Trust

Submitted on 06/10/2023 at 14:44
Published on Care Opinion at 14:44

Good afternoon caelumpm64

Please accept my apologies for the delay in responding to your comments above. Thank you so much for providing us with feedback on the service your wife received, it is much appreciated! We are so glad to hear that she was well looked after, though I am sorry that you both had to experience this at all.

For confidentiality, your patient information is redacted on this platform and so we cannot find the details of your incident, we would love to pass your message onto the Ambulance crew who attended you and so, if you would be willing to share some additional information, please could you email compliments@swast.nhs.uk with your name, date the ambulance arrived, address and thank you message, we will then ensure this is passed onto to the relevant crew.

Thank you again for taking the time to feedback and we hope your wife is recovering well after the accident!

Kindest regards,

Sami
Patient Engagement Team
SWAST

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