"Pleasantly surprised in Urgent Care"

About: Burnley General Hospital

Took my very elderly mum to Urgent Care after a fall at home. We were seen in triage almost immediately, by a lovely nurse who treated mum very nicely and put her at ease. Very shortly afterwards we were seen by a doctor who questioned and examined mum very thoroughly and arranged immediate X-rays. Throughout the examination he was very respectful towards mum and said thank you on every occasion that she followed an instruction or answered a question. He consulted an expert because of some difficulties analysing mum's xrays and was concerned to be absolutely sure that there was no real damage, since mum was in pain. The new Urgent Care is very clean, bright and modern and the cubicles allow for privacy and dignity. All the doctors and nurses looked very young, but that probably says more about me! Despite her pain, mum was pleased that she had been well looked after and commented on the politeness of the young doctor.

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Response from Burnley General Hospital

Dear Carol Many thanks for your feedback on your experience of our Urgent Care Centre at Burnley General Hospital, and thank-you for taking the time to do so. I will make sure your appreciation is passed onto the team and do hope that your mother is recovering well after her fall? I am very pleased to hear that your recent experience for the care of your mother with us was really positive as we always strive to deliver safe, personal & effective care. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a good visit for you we would really value this so that we can try to make it like this for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk Once again many thanks for commenting and best wishes to your mother Wendy Stobbs, Patient Experience Facilitator

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