"Outstanding staff in Ambulance and A&E"

About: Southampton General Hospital

I was involved in a RTA on Wednesday the 8th jan, at around half past 8 AM on Hill lane, Southampton where i was knocked off my motorbike. My review is regarding the interactions i had with the staff members of the ambulance service and A&E department. The EMTs were fantastic, Unfortunately i have forgotten their names but hopefully the details of the incident above will identify them, I was particularly impressed by how they struck the right balance between being professional, informative, and efficient, whilst maintaining a friendly, informal, and re-assuring rapport with me, the patient. there was no point at which i didn't know exactly what they were doing, or what the next step was. All this whilst training a new staff member which in no way detracted the care i received. Very impressed. Once in A&E i was waiting around an hour and a half, However it became clear that this was due to staffing levels as opposed to lack of efficiency from the staff. Notably, the healthcare assistant was very apologetic and attentive to the needs of all those waiting to be treated, and took the seemingly incessant stream of grumpy, impatient complaints from my fellow patients in his stride with a positive and upbeat attitude, without forgetting to check in on the quieter, patients who weren't making a fuss, truly a credit to the NHS. I was seen by a nurse practitioner and trainee nurse practitioner. It was immediately apparent that they were a practiced and experienced staff member, both by the professionalism and efficiency of the care i received, and the way she dealt with one of the aforementioned more challenging Patients before me. She provided me with clear information and asked concise questions to identify the best course of action. She also took the time to explain clearly what she was doing and why she was doing it to provide a comprehensive coaching experience to Annie as part of her development. The friendly service and care i received from both members of staff was exemplary. The same can be said for the Plaster technicians who regularly checked in on me while i was waiting to be treated, and provided an equally friendly and professional service. i cannot go into any more detail without repeating myself. Please pass on my sincere gratitude to all concerned members of staff, and save a copy of this review to their staff files for consideration at their next performance reviews. Turning an emergency hospital visit with a broken ankle into a pleasent experience is no mean feat...

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Responses

Response from Southampton General Hospital

We were sorry to read of your RTA and hope that you are recovering well. Thank you for your comments about the different groups of staff you came into contact with and for the kind observations you make about their professionalism, kindness and efficiency. There is no doubt that our Emergency Department , like those in the rest of the country, is under extreme pressure and patients have had to wait longer than we would wish, so we thank you for your patience and gratitude.

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