"Understanding, helpful staff with..."

About: Southmead Hospital

What I liked

Having received less than dignified treatment at an Essex hospital many years ago I was very reluctant to see anyone about the arthritis it appeared I had.

Southmead completely changed my opinion and expectations regarding NHS care. As someone whose job involves critical evaluation of others in a team environment I was very pleasantly surprised by the attitude, respect and professionalism shown by every member of staff in this unit.

Previous experience had led me to expect a long wait followed by minimal courtesy and a swift shove from one person to the next. I am happy to say the treatment I actually received was as far removed from this and left me feeling helped, hopeful and respected.

From the nursing and administrative staff to my Consultant, I felt at ease and confident in their abilities. I was listened to and my questions were clearly answered and I was not left feeling guilty for complaining of pain.

Overall I would rate this unit very highly not only because of the Consultant's knowledge and skill in draining my knee with almost no pain but from start to finish everyone was coordinated and friendly.

What could be improved

Hopefully the building work will soon be completed. Getting around to Xray or other departments from the Orthopedic Unit with some of the lifts not working or areas closed off is a lot of work on crutches.

In my case, after going the long way around to Xray I nearly collapsed and was lucky enough that a nurse was there to catch me. Fortunately for both of us she was strong enough to hold me up otherwise she may have needed xrays as well.

Anything else?

Whoever put the Orthopedic and X-ray staff together should give their team and themselves a pat on the back. It's not just the medicine we receive that helps us get better, it's how we are treated and how we feel during the treatment process and it seems clear that the staff at Southmead know that.

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Response from Southmead Hospital

Dear Anonymous thank you for your positive comments about the care you received from Southmead Hospital. I am please that you experienced respect and professionalism from every member of staff and that your treatment assisted in your recovery.

Please accept my apologies that you had difficulties reaching the x-ray department. It is regrettable that despite careful planning inevitably on occasions the building of the new hospital is impacting on current services although we aim to keep this to a minimum.

I have passed your observations on to all the departments involved in your care and added your comments to the 9000 plus compliments North Bristol Trust will receive this year.

Kind regards – Steve Sykes

Advice and Complaints Team Manager

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