"I travel over 100 miles often to this hospital..."

About: University Hospital (Coventry)

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I have used University Hosital Coventry for 20 months now, using it for all my hospital needs even though it is over a hundred miles from my home and I need to travel there by train and bus. I find doctors and hospitals frightening in the extreme, but University Hospital staff are the kindest hospital staff I have ever encountered. This is a hospital that really values the individual patient and her or his needs and views. It takes patients seriously and wants them to participate in their care decisions. Patient perspectives and feedback are regularly addressed, even at hospital board level. University Hospital is a new, but from the outside not a pretty, bulding. Although it is one the largest hospitals in Europe, once through the door you will find it warm, friendly and welcoming. Its downstairs retail and public health areas are excellent. Its main outpatient waiting area has a transparent tented ceiling, so you can see the clouds scud by far above. I used its Day Surgery Unit for my most recent procedure, and I have used it once before. It is on the ground floor, has no windows, and feels claustrophobic to me. I know some other patients and staff also have this feeling. The beds are too close together, I think, and this means you overhear too many confidential conversations and feel inhibited from discussing confidential matters. The great advantage of the Day Surgery Unit is its relaxed staff and regime. It's a fantastically friendly unit, day and night. I liked being in charge of my own medicines, and feeling free to wander off after surgery to the cafes and shops on the ground floor. There are some brilliant surgeons at University Hospital and some great anaesthetists. With both my last two operations, there can be quite a lot of pain afterwards. I had none, even though I only took paracetamol and ibuprofen afterwards. No pain at all, straight after, or at any time in the succeeding days and weeks. I especially recommend keyhole (laparoscopic) surgery for inguinal (groin) hernia at University Hospital. You may have to wait longer to get it, because only one team does it, but having had the other open surgery elsewhere for inguinal hernia, my personal experience is that it is a way, way, better procedure with far less risks of bad after effects. Urology at University Hospital is an excellent department. I especially recommend you go there if you have a kidney stone.

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Response from University Hospital (Coventry)

Thank you for providing feedback on your care at University Hospital, Coventry for general surgery over the last few months. I am impressed by the level of detail that you have provided and am hearted to hear that you had an overall positive experience and that you are happy with the care you received. Your description of our staff is extremely kind and I will ensure that your comments are shared with the relevant teams. While on the whole you are complimentary about the Day Surgery Unit, you did raise a concern about the location which meant there was a lack of windows and the proximity of the beds to each other. Unfortunately I am not sure if the location can be changed but I will certainly raise the issue of the closeness of beds to one another. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. You mentioned that you felt that feedback is regularly addressed event at board level. While this is correct we have also recently introduced the ‘We Are Listening’ campaign to further obtain feedback from as many people as possible. Staff, including board members, man a listening booth in the Main Reception to encourage members of the public to talk about their experiences. Thank you again for leaving your comments on NHS Choices; it really was a pleasure reading your views. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone: 0800 028 4203

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