"They were kind, compassionate and extremely efficient"

About: Heartlands Hospital / Accident and emergency

(as a parent/guardian),

Since having my children I have attended the children's A and E 4 times with various things from swine flu, egg allergy to facial injury. Most recently last night with my 5 year old daughter who was breathless and wheezy. I just wanted to share what excellent service we have received everytime. Last night we arrived and were triaged within 20mins, we were then taken straight into a cubicle as she had marked increased effort in breathing and decreased oxygen saturations. We saw a doctor almost immediately and within minutes she had been examined and we had a plan of action.

The nurses and doctor that we saw were kind, compassionate and extremely efficient. They reassured us and my little girl and we felt completely looked after. As I sat there I listen to several other families complaining about the wait and staff couldn't have been more gracious in dealing with them. This is a similar story to our other visits. When my daughter had a bad reaction to egg, within 5 minutes of walking through the door we had 3 doctors and as many nurses in the room.

Working in the health service myself, I understand the strain the team are under, but we feel they are exceptional and deserve some recognition. I get very fed up with complaints so feel strongly about telling our story and praising this hard working team who are a credit to the hospital! I hope they see this and realise what an amazing job it is that they do!

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

Dear Happy Mummy

Thank you so much for your comments regarding your recent experience with your daughter in the Emergency Department at Heartlands Hospital.

I am so pleased to learn that you felt you were dealt with very promptly and the care your daughter received was exceptional.

I will ensure that your feedback is forwarded to Dr Ola Erinfolami, Clinical Director for Emergency Services, Hilary Clemson, Matron for Emergency Services, Maxine Tomlinson, Paediatric Emergency Lead Nurse Practitioner and Dr Roopa Mulik, Clinical Director for Paediatrics who will be delighted to read your feedback and ensure that it is shared amongst all of their team who work very hard in often difficult circumstances.

Thank you once again for taking the time to post your comments and I do hope that your daughter is recovering well.

With kind regards

Marie Helebert

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