"Having spent a day and a sleepless ..."

What I liked

Having spent a day and a sleepless night with acute asthma, I contacted NHS Direct as it was a bank holiday. My phone call took me quickly to a woman who spoke calmy, clearly and re-assuringly; she was kindly and efficient. I felt confident. I was being given a thorough interview without unnecessary detail.

This was the first time I had used the service and had expected to be visited by a GP later that morning. Instead I was advised that help was on its way and within a few minutes an ambulance arrived at my door.

The paramedic and driver were friendly, kind and respectful. I had my first experience of a nebuliser and within minutes I could breathe easily again.

I was then taken to hospital in an immaculate ambulance and I am very grateful to the these two guys.

I was seen quickly.Staff were friendly, kind and efficient. The place was clean. There was a calm atmosphere though it was very busy.

I was offered food and drink and naturally expected to pay for it; but no, this is the NHS!! Yes!!

Before I was discharged 8 hours after admission I received information and advice from a doctor and a free prescription as I am over 60. Yes! NHS!

What could be improved

The patient pick-up area is dismal and difficult for drivers of private cars and ambulances. There seems to be no indoor waiting area that isn't in the way of people attending A&E.

The experience of waiting in EDU could be truly improved by putting multicultural art, posters and photography on the walls. It's a very boring place with NOTHING to look at that isn't technical or human, and no-one looks their best in hospital.

The cleaner was doing her job, cleaning, but the poor woman looked so tired and demotivated. She had no time to be friendly yet she moved about as if time had almost stopped. I'm sure she was probably efficient but cared not to project that impression. Perhaps you need a Cleaner Choreographer!

Are cleaning targets preventing cleaning staff from chatting to patients; if so that's a shame.

Are cleaning staff consulted in the management of their invaluable work?

Are their ways to make their job less boring? eg would they like other more social tasks like interpreting for instance?

Anything else?

Yeah.

People complain too much.

We have a brilliant NHS

but...

why aren't ambulances standard in design like fire engines? (cheaper?), and designed in collaboration with paramedics.(more efficient?)

and could not more be done to consult staff at every level when defining targets,

and could not more be done to consult staff so that management could begin to learn what really makes a hospital work better?