"Pleased with care for emergency operation"

About: Royal Bournemouth General Hospital / Cardiology South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

Taken to Bournemouth hospital on a Sunday for heart attack treatment. Some staff were called in to theatre and I was fitted with two stents, then taken to the ward.

Everyone, from the consultants to the paramedics to the tea lady, were friendly and professional. I received superb care, everyone involved should feel proud of themselves.

One moan was the time the ambulance took to arrive, 20-30mins but there seemed to be high demand. I also had to change ambulances part way to a higher qualified crew

The night staff could also try to keep their voices low, but I am a very light sleeper

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Responses

Response from Royal Bournemouth General Hospital

Dear Quentin

We are sorry to hear you suffered a heart attack on Sunday and that the ambulance response was quite a wait. We are a completely separate organisation to South Western Ambulance Service NHS Foundation Trust, you could perhaps contact them directly for a more detailed response about any delays.

It is good to hear that once you arrived with us you were quickly taken to theatre and fitted with 2 stents before being taken to the ward to recuperate and that you found the friendly, professional care from all involved to be superb. The whole team work hard to provide compassionate care throughout such an acute admission and I am sure it was an anxious time for you and your family.

We will of course pass on your kind comments to the Matron to share with the wider team, who I know will appreciate the time you have taken to thank them. Matron will also receive your comments regarding noise at night, which is an area we are constantly trying to improve along, together with your suggestion for staff to talk in hushed tones during the night time hours.

I hope you are now on the road to recovery and wish you well for the future.

Regards

Sue Mellor

Head of Patient Engagement

Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Quentin

We are sorry to hear you suffered a heart attack on Sunday and that the ambulance response was quite a wait. We are a completely separate organisation to South Western Ambulance Service NHS Foundation Trust, you could perhaps contact them directly for a more detailed response about any delays.

It is good to hear that once you arrived with us you were quickly taken to theatre and fitted with 2 stents before being taken to the ward to recuperate and that you found the friendly, professional care from all involved to be superb. The whole team work hard to provide compassionate care throughout such an acute admission and I am sure it was an anxious time for you and your family.

We will of course pass on your kind comments to the Matron to share with the wider team, who I know will appreciate the time you have taken to thank them. Matron will also receive your comments regarding noise at night, which is an area we are constantly trying to improve along, together with your suggestion for staff to talk in hushed tones during the night time hours.

I hope you are now on the road to recovery and wish you well for the future.

Regards

Sue Mellor

Head of Patient Engagement

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Good afternoon Quentin,

Thank you for taking the time to share your story with us. I hope you are recovering well after your heart attack.

I'm glad that you found the ambulance crew to be friendly and professional. It would be difficult for me to comment on the specific reasons for the waiting time you experienced but we would be happy to look into this for you.

If you would like us to look into the specific events concerning your experience, we will need some detailed information to enable us to do this. Please may I ask you to contact our Patient Experience Team on either swast.patientexperience@nhs.net or 01392 261 585 and a member of the team will take you through the next steps of the process.

Thank you, again, for taking the time to provide us with feedback.

Sara

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