"Team’s performance first rate within external..."
About: John Radcliffe Hospital John Radcliffe Hospital Oxford OX3 9DU
Following admission to the Emergency Assessment Unit I was transferred to Ward 7C for recuperation under your team’s supervision. Occupying Bed 7A with its beautiful panoramic view ranging from Didcot to Wytham Woods I felt safe in your care. Those who looked after me included staff nurses, clinical support workers, pharmacists, the senior housekeeper and the senior ward clerk. I have worked in many parts of the world and in different research, factory, business and college jobs. In thirty five years of working life, I have learnt to recognise excellence, and if I may, I would like to share three examples that I observed during my stay in Ward 7C. The first was excellence of professional care which showed itself as the observant monitoring of alarms on my intravenous pumps and quiet awareness of my needs especially during the night. A second example was of finding me meals when my status changed from “Nil by Mouth” to being able to eat without my having previously filled in a menu card. Having managed supply chains in my professional life, I was impressed that not only did meals appear at lunch and dinner but that they also met my preferred choice. This flexibility was impressive in a mass catering environment. The meals were of a decent quality, tasty and plentiful. My third observation was that the medical professional staff worked seamlessly with both the support staff and contract staff. It felt as if everyone focused on the well-being of the patients; another place where I have observed such focused service teams at the best hotels in the world. I would really like you to know that in my opinion your team’s performance was first rate within the constraints set by demands exceeding capacity, an infrastructure dating almost forty years and the competing need to deal with people who were ill and injured, and people who were elderly, and in some cases close to the end of their lives. I felt that I was in a good place being helped by decent people. May I thank your colleagues in Ward 7C through you. Also if there is any other way in which my feedback can be of use to you, do not hesitate to pass on my name to anyone who may wish to understand why I am keen to acknowledge the excellence of your professional work and the compassionate way in which it is delivered.