"Emergency care great, staff great, aftercare..."

About: Frenchay Hospital

What I liked

I have nothing but praise for the team in A&E who were working the night I was admitted as an emergency. They were amazing. People like to complain about the NHS but if you need your life saving they're on the case. They did a fantastic job.

What could be improved

I think it was obvious during aftercare from A&E that staff are extremely stretched and there are not enough of them. However, I don't see how the people 'on the ground' can be blamed for that. For example, I went to the bathroom and when I came back my bed had been stripped. It wasn't remade for about 2 hours, during which time I had to sit in a chair when actually I needed to lie down. I don't think this was done deliberately or they couldn't be bothered, the nurses obviously had something more critical to attend to. It would be nice if such things didn't happen, but at the end of the day this hospital probably saved my life so I'm not going to complain. I also didn't get any lunch as I am on a special diet and despite repeatedly asking for food I didn't get it. Howeve, again I don't think it was that they couldn't be bothered, they just clearly didn't have the capacity to manage this special request.

Anything else?

Throughout my entire time at Frenchay every single member of staff I encountered was nothing short of friendly, smiling and helpful. How they manage to stay cheerful I don't know but it was much appreciated.

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Response from Frenchay Hospital

Dear Anonymous - thank you for the very positive comments you make about Frenchay Hospital and in particular the staff in A&E. Your comments will be passed on to those concerned.

We are always pleased to receive constructive comments to allow us to tailor our services to provide the best patient experience possible. I am very sorry that some parts of your attendance were not as positive as we would wish. I understand that A&E was appropriately staffed at all times during July and tried and tested procedures are in place to make sure this is always the case; further more staffing levels in A&E are specifically tailored to take account of expected times of high and lesser demand. However I note your concerns that the staffing levels in A&E appeared to be under pressure and I would be happy to investigate this in more detail. Please to contact me via complaints@nbt.nhs.uk giving your details and the date you attended if you wish.

I regret that you were unable to be provided with the special diet you required and that no one was able to explore the options for providing food to meet your particular needs. Once again there are procedures in place to allow for this and I apologise that the particular demands on the unit, which can get very busy on occasions, prevented this from happening.

Kind Regards – Steve Sykes

Advice and Complaints Team Manager

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