"Wonderful staff at Worcester Royal Hospital"

About: Worcestershire Royal Hospital / Neurology

(as the patient),

I attended the hospital today for tests in the neurophysiology department.

My experience at the hospital could not have been better or more comfortable. All the staff with whom I came into contact were professional and, at the same time, made me feel at ease, explaining everything very fully and taking time to make the tests as comfortable and relaxed as possible.

I was seen before my appointment time. The hospital was well sign-posted inside and had a most pleasant atmosphere and presented a bright, clean and welcoming environment.

But the welcoming and generous spirit of the staff was best exemplified by an incident which took place afterwards, when I met a modern day Good Samaritan. I had decided to park at the Six Ways Park and Ride and use the shuttle bus to the Hospital. Everything went without a problem on the journey to the hospital, but when, at 1100, I tried to catch a First Midland Red 31A from the hospital stop back to the Park and Ride, the driver refused to accept my Park and Ride ticket and told me that I would have to wait for a Worcestershire W3 service; he then drove away.

Looking at the notices on the bus shelter, I noticed that not only was there a notice stating that Park and Ride tickets would be accepted on the FMR 31A but also that the next W3 service was not until 1552! One is never at one's best after an uncomfortable set of hospital tests, but I then realised that I had travelled on a 31A service to the hospital that very morning, so it seemed particularly perverse of the driver to refuse my ticket on the return journey.

I telephoned the Worcestershire Hub and received confirmation from the staff that my ticket should have been accepted. Nevertheless, I was left with a half hour wait for the next bus.

But I did not need to test whether I would be able to travel back on the next bus as a hospital worker, who had caught the bus to which I was refused entry and had overheard the driver refuse to take me, had returned from the Park and Ride in her private car, arriving five minutes before the next bus, and offered me a lift back to the Park and Ride. This had taken her completely out of her way, when she was heading home as she was unwell.

The lady in question worked in the Finance Department of the hospital, but I am afraid I do not know her name. Nevertheless, she clearly reflects the very best of what staff of the Worcester Royal will do for their patients, far over and above what might be expected. Well done to them!

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Response from Worcestershire Acute Hospitals NHS Trust

Thank you for your kind comments with regards to your recent visit to the Neurophysiology department. It is always a pleasure to hear that staff are professional and caring. We are pleased your visit was a comfortable one.

We're very proud of our staff and their dedication to caring for patients. It is fantastic to hear that this dedication extends passed working hours. We've passed your comments onto the Finance department in order to thank your mystery driver.

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