"Excellent patient care"

About: Burnley Hospitals

(as the patient),

I had a telehealth consultation - which is a conversation over the telephone - with a member of the nursing team from the Family Planning Service in Burnley and although I was a bit anxious about the conversation before I spoke to the nurse, this anxiety evaporated as soon as I started to speak to her. She really helped to put me at ease and was so helpful and understanding; this made a huge difference to me in that I was able to relax and answer the questions she asked me, without feeling rushed or uncomfortable. The nurse's name was Lynn and for me, she epitomised how a nurse should talk and listen to her patients - with care, compassion and understanding.

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Responses

Response from Melissa Almond, Patient Experience Facilitator, East Lancashire Hospitals NHS Trust

Many thanks for your feedback on your telehealth consultation with the Family Planning Service in Burnley and thank-you for taking the time to do so. I will make sure your appreciation is passed onto the team who will be delighted to hear that the experience you had was really positive as we always strive to deliver safe, personal & effective care.

If you would like to talk through your experience with one of our Patient Experience team so we can further understand what made this such a good experience 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 (Melissa Almond) on 01254 734087 or email me on Melissa.almond@elht.nhs.uk

Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Many thanks again for commenting and best wishes.

Melissa Almond, Patient Experience Facilitator

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