"Bath RUH Maxillofacial Dept 5 Star. A and E 0..."

My first experience of Bath RUH started on April 6th 2017 did not go well, having been sent there by my GP. I was originally told to go to a surgical department, but then received a call telling me to attend A and E. I was initially seen by a very lovely person who explained that the doctor I needed to see was covering for another department and was very busy but would be with me as soon as possible. I didn't class my issue as an emergency except for sepsis risk, so was unsure why I was even at A and E.

When I was seen about an hour later, the doctor did not introduce them self, didn't greet me, didn't smile. They didn't do much except ask me why I was here as my GP had not followed "correct procedure." I immediately felt guilty for taking up their time, explaining that I didn't know why I was at A and E either, as I had been managing my badly infected lump over the weekend myself. I just wanted it removed now, as I had lived with it as an uninfected lump on my face for 2.5 years, my GP telling me that the NHS would not remove it. (They were wrong by the way. They would have.) The doctor was rushed, impatient, tired maybe. They tried to squeeze the cyst (inflamed, deep infection, painful!) with no warning of what they were going to do and I flinched. At that point, I asked them what they were doing and it went downhill from there. They were stroppy, rude, had no respect for patients and certainly did not treat me with any dignity. I know NHS staff are overworked and understaffed. But if you are unable to treat a patient, who tries their best not to drain NHS resources (I hadn't been to the doctors or used NHS for donkeys years and self medicate/diagnose so I don't put strain on the service) with a little bit of compassion and dignity, then you are in the wrong job. 0 stars for A and E.

At the Maxillofacial Department, the staff on reception were nothing but polite, helpful and courteous. I overheard them speaking to other patients on the phone and again, nothing but compassion and patience.

I met a consultant on April 11th who examined the infected lump gently, whilst talking through everything they were doing and gathering information from me.

They did their best to get me seen as an urgent admission, giving me the choice of local or general anaesthetic. This professional put me completely at ease and restored my trust in them which had been destroyed by the member of staff in A and E.

I then attended surgery on 2nd May. I opted for local anaesthetic as I didn't want to waste NHS resources having a general for such a small operation.

The surgeon and nurses were incredible. Friendly, informative, talking through the operation and ensuring I was comfortable and not in any pain. Not only this, they were also incredibly highly skilled and professional. The work on my face is so neat and precise, I may not even have much of a scar to show for it.

These people are what makes our NHS great. You would get no better treatment going private. Respect them or lose them.