"Her kindness meant so much to me"

About: University Hospital Of Wales / Ophthalmology

(as the patient),

Yesterday I had my 7th treatment for Wet AMD at Lakeside Clinic in the University Hospital of Wales, Cardiff. It was a little more difficult as they had doubled the figures they normally have. One of the staff said they had increased staff too and I must say they handled our larger numbers with efficiency. I was uncomfortable and not feeling too good afterwards. The Nurse with me said she would fetch a tube of cream I needed for my eye. I sat outside the treatment room opposite Reception. She came up gave the cream. Then she looked closely and perhaps saw that I was feeling distressed and she said - 'Don't be worried if you notice you have a blood spot in your eye when you get home. Just a minute...' and she gave me a piece of paper with numbers to ring if anything was seriously wrong. She touched my arm gently and smiled reassuringly. She said 'It's unlikely you'll need to ring but it may help to have the numbers. ' I felt her kindness as if someone put an arm around me. It stayed with me all day! I didn't need to ring - and am feeling much better this morning. I had so much relief from this one small act of kindness! Those little gestures that staff constantly show to patients at this hospital are SO IMPORTANT to the patient. They can get sacrificed under severe pressure. This Nurse chose to pause - a couple of minutes and it helped me very much. I have had excellent treatment at the eye clinic. Thank you!

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Response from Jane Rowlands-Mellor, Lead Nurse Patient Experience, Patient Experience, Cardiff and Vale University Health Board

Good morning,

Thank you very much for providing this feedback and we are glad that you felt that the treatment that you received was excellent and this has been shared with the team. The clinic is an extremely busy outpatient area and I am extremely glad that your were cared for as an individual and that the support your received was reassuring to you at what must have been a stressful time for you. I wish you a speedy recovery.

Kind regards,


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Update posted by Maryanna (the patient)

I am glad you forward the compliments. NHS staff must feel demoralised when they work hard and with sensitivity and people forget to give the praise. I know from my teaching days - teachers get depressed when they care and work hard but if something goes wrong everyone could get blamed. The problem with this site was it did not offer a date that covered when I was there - it allowed me to tick yesterday or last week. I was there the day before yesterday which was Monday 4th July. The Nurse who helped me worked with the skilled male practitioner nurse who was doing my eye treatment that day. I wish I had known her name to thank her but wrote in as I may not recognise her next time to thank her - or the staff could have changed.