"Real patient centred care."

About: Heartlands Hospital

I attended today with my sister, who has Downs Syndrome, so that she could have a cystoscopy. She is very anxious in the hospital environment and can be extrmely unco-opeative. I cannot praise enough the staff we saw, for their care, compassion and willingness to go the extra mile. Without their support we could well have had to abandon the procedure. We are truly grateful. They truly understand what patient centred care is!

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Responses

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

Dear Ms Kenny

thank you for your feedback regarding your recent visit with your sister for a procedure in our urology department at Heartlands Hospital. I am so pleased to read that you found your experience positive and that the staff were helpful, compassionate and supportive and helped your sister to feel safe in an environment that causes anxiety to her, which enabled the procedure to go ahead. The staff do work very hard in providing a high standard of patient-centred care.

I am forwarding your feedback to Sister Susan Patterson Senior Clinical Nurse Specialist for Urology, as well as to Mr Michael Foster, Clinical Director for Urology who will be thrilled to read your comments and ensure your feedback is communicated to all of the urology team.

I hope this is acceptable and I do hope that your sister is now recovered. Thank you once again for taking the time to provide your comments, patient and family feedback is extremely important to us.

Kind regards

Marie Helebert

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Response from Heartlands Hospital

Dear Ms Kenny thank you for your feedback regarding your recent visit with your sister for a procedure in our urology department at Heartlands Hospital. I am so pleased to read that you found your experience positive and that the staff were helpful, compassionate and supportive and helped your sister to feel safe in an environment that causes anxiety to her, which enabled the procedure to go ahead. The staff do work very hard in providing a high standard of patient-centred care.

I am forwarding your feedback to Sister Susan Patterson Senior Clinical Nurse Specialist for Urology, as well as to Mr Michael Foster, Clinical Director for Urology who will be thrilled to read your comments and ensure your feedback is communicated to all of the urology team.

I hope this is acceptable and I do hope that your sister is now recovered. Thank you once again for taking the time to provide your comments, patient and family feedback is extremely important to us.

Kind regards

Marie Helebert

  • {{helpful}} of {{total()}} people think this response is helpful