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AE visit and hospital stay

Posted By Mulligan

"AE visit and hospital stay"

About: Heartlands Hospital / Accident and emergency

(as the patient),

I visited the AE dept with a stomach problem. I was in great discomfort. However, My nurse Mustafa was brilliant. He was extremely polite, professional and engaging. His humorous, interesting and entertaining stories were enough to make me feel relaxed and less stressed during my stay and transmission to the ward

While on the ward I received excellent care from all staff concerned but I would like to highlight Hannah. Hannah had both professional and personal experience of the issues I faced. She too was polite professional and engaging. Thanks to everyone at Heartlands for the care given while I was an inpatient

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 7 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 06/02/2017 at 12:58
Published on Care Opinion at 14:54

Dear Mulligan

Thank you for your post regarding your treatment and care in the Emergency Department (ED) at Heartlands Hospital.

I am so pleased to read that you were dealt with in a professional, polite manner throughout, and that the ED nurse Mustafa was friendly and engaging, which enabled you to feel less worried and stressed during your attendance.

To enable me to identify Hannah, the ward nurse you have mentioned, could I please ask you to contact me directly so that I can obtain further information so that I can highlight your kind comments to the relevant ward.

I can be contacted by email: marie.helebert@nhs.net or by telephone: 0121 424 0808 between 9am - 2pm Monday to Friday.

I will ensure your kind comments are highlighted to our ED Matron, as well as the Clinical Lead for Emergency Services, who will be thrilled to read your feedback, and ensure that they are communicated to Mustafa, the nurse you have mentioned, as well as shared with all of their team who work very hard to provide a positive patient experience, often under difficult pressures. Feedback such as yours gives our staff a really great boost and it is most appreciated that you have taken the time to provide your comments.

I hope my actions are acceptable and I look forward to hearing from you at your convenience.

Kind regards

Marie Helebert

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