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About: Blackpool Victoria Hospital

I took my five year old son today to attend an ENT consultation. From the outset, I was listened to and concerns I had were treated with understanding and respect. He was sent for a hearing test (to save time, rather than rearrange appointments, await results etc ). The test results were considered and an operation (minor) has been advised. Every member of staff-doctors, nurses, reception staff etc treated us with courtesy and concern. My son was greeted before me by everyone concerned, ensuring he was aware that he was the patient, and all my questions were answered, often within the delivery of information so I didn't need to ask! Despite us remaining at the appointment for two hours, (this was due to factoring extra tests in and ensuring all discussions were thorough and were professionally led),we felt that time was being used efficiently and would save repeat visits. Obviously, as a parent, I am anxious that my young son has to have an operation, but I am fully confident that he will be well cared for. I have a great deal of admiration for the dedication and professionalism of the staff, who toil daily for our benefit with little reward, financial or verbal! Thank you all concerned, we appreciate it enormously.

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Responses

Response from Eleanor Walsh, Lead in Patient Experience & Engagement , Patient Experience, Blackpool Teaching Hospitals NHS Foundation Trust

picture of Eleanor Walsh

Thank you for taking the time to leave feedback on your son’s recent appointment here at Blackpool Victoria Hospital.

I am so pleased to hear that his appointment went well, and the ENT department ensured he was involved as much as possible in his care and treatment that day. It’s very reassuring that staff also took the time to explain the procedure to you clearly and answer any concerns you may have had. At our Trust we adhere to the Chief Nursing Officers 6’Cs vision of providing exceptional care, compassion, competence, communication, courage and commitment and it’s fantastic to hear that staff were demonstrating these behaviors throughout your sons visit. I will be sharing your kind words with the team in the ENT department.

I was wondering if you would like to be involved in our patient stories programme, where you share the experience you had with me informally on camera so we can play it back to the staff involved, so they can directly see and hear how their actions have affected you and your family. Visual experiences are a very powerful learning tool and we love to share positive stories like yours in training sessions and in team meetings to share best practice within the organisation and provide reassurance to other parents and patients who may be accessing this service in the future. If you’d be interested in doing this you can reach me on 01253 956374 or e-mail: Eleanor.Walsh@bfwhospitals.nhs.uk

I hope your sons operation goes well and he continues to experience great care at our hospital.

With best wishes for the future,

Eleanor Walsh

Lead in Patient Experience & Involvement

Blackpool Teaching Hospitals NHS Foundation Trust

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