"Care varied between good and excellent but what was outstanding was the morale"

About: West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance Worcestershire Royal Hospital / Accident and emergency Worcestershire Royal Hospital / Trauma and orthopaedics

(as the patient),

At a time when the national press is being critical about the NHS it gives me pleasure to report my personal experience,

A few days ago, I started a severe and continuous nose bleed and NHS Direct suggested I check into hospital so I was driven to the minor injuries unit at Malvern, where I was see within 10 minutes. Insertion of tampons did not stem the bleeding so I was transferred to Worcester Royal by ambulance. Again but a short wait maybe 15 minutes. However there was two or more hours delay between assessment and procedure; no complaint, I had been assessed and was in a stable condition. Reinsertion of tampons was suspected of not being efficacious so I was booked in overnight.

The procedure undertaken is on record so I'll not duplicate them here.

Once in the A&E ward the quality of care varied between good and excellent but what was outstanding was the morale. All smiling faces and even the demeaning tasks were carried out with good grace.

I was transferred to Beech 1 where once more the care standard varied, this time from very good to outstanding, again with excellent morale.

However the stand out feature of my experience was the trouble that the clinical staff took to explain my condition (please excuse me I can't resist. Bleeding obvious!) it's probable cause and the possible solutions, the balance between patronisingly brief and ' blinding with science 'was very well judged, especially with the "ifs" and " thens". This is a skill I particularly appreciate having had a career in high technology sales.


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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Thank you for your feedback and I hope that you are recovering well. should you wish to discuss your experience with West Midlands Ambulance Service please do not hesiate contact the Patient Experience Team on telephone number 01384 246366 or pals@wmas.nhs.uk

kind regards


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Response from Worcestershire Acute Hospitals NHS Trust

Many thanks for your kind comments online. These are really valued! I have let all staff know who were involved in your care. And we wish you all the best and a Happy Christmas!

Lisa Spencer, Ward Sister, A&E and Rachel King, Ward Sister, Beech 1

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