"Very grateful!!"

About: Good Hope Hospital

My wife suffered a serious head injury at 9.30 on Friday night and was admitted to Good Hope A&E. She was admitted within about 30 minutes and taken to one of the emergency cubicles.Tests were made and blood sample taken. Unfortunately equipment for the blood test system was faulty therefore serious delays were incurred. This delayed treatment to her head wound which was finally dealt with some 2 hours later. A consultant came to see us and it was decided that my wife would also require a headscan which could only be taken on the following morning. At 5 am it was arranged that she would be admitted. I am pleased to say that her admittance was carried out very smoothly. The sad thing is that I feel the lack of suitable working equipment left us with a loss of sleep and some frustration. However all the above was compensated by the wonderful treatment my wife received in the Thomas Salt Unit ,Ward 9. Staff were very helpful and efficient. It was a pity about faulty equipment and delay in A&E otherwise it would have been an excellent example of the N H S hospital emergency services. My thanks to all staff who were friendly and courteous at all times

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Sir

Thank you for your comments regarding your wife's recent admission to Good Hope Hospital.

My apologies for any delay in responding to your post.

it is most appreciated that you have taken the time to provide your feedback. I would like to reassure you that we take seriously any issues our patients and their families raise with us and we value your feedback.

I am pleased to learn that you found your wife's treatment and care were excellent, except for the fact that a blood analysis machine was not working correctly, which you felt delayed her treatment. I am very sorry for this.

I will ensure that your positive comments about your wife's care both in our Accident and Emergency Department and on Ward 9 are passed along to the Senior Management who will ensure that your feedback is communicated to all of the staff. I am also pleased to learn that you found all of the staff that you dealt with to be helpful, courteous, friend and efficient. Our staff across all of our four sites do work very hard to provide a positive patient experience.

I hope my actions are acceptable and please contact me if I can be of any other assistance.

Please pass along my best wishes to your wife who I hope is continuing her recovery well.

Kind regards

Marie Helebert

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Sir

Further to your post and my response above, can I please ask you to contact me at your convenience so that I may obtain more information from you, to enable us to look at the issue of the blood testing machine not working correctly? I do need to investigate this appropriately as it impaired your wife's otherwise positive patient experience.

I can be contacted either by telephone: 0121 424 0808 or by email:

marie.helebert@heartofengland.nhs.uk

Can you please put Patient Opinion Feedback in the subject line? It would be most helpful. I look forward to hearing from you.

Kind Regards

Marie Helebert

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