"A personable and professional nursing team who..."

About: The Heart Hospital

What I liked

I was admitted for a replacement pacemaker. At all times I was treated with courtesy and kept informed of what was happening. I wanted to specifically mention my nurse who in my opinion had exactly the right manner - friendly, competent, caring, polite and professional - he also had a great sense of humour. I could not have been looked after better; he even carried my bags downstairs when I was discharged. Exemplary conduct - it was a pleasure to meet him so please pass on my thanks to him.

The surgical team were also excellent - very personable and competent, including my surgeon who also took the time to have a quick chat when I was waiting to go home in Reception.

What could be improved

The lady on Reception when I arrived was not particularly friendly; she seemed tired of helping people. The man on Reception the following day was distinctly unfriendly. However a different lady was on when I was discharged who had a better manner and was helpful.

The Reception staff are the first contact we have on arrival and they are directly representing the hospital. A reasonably friendly welcome is not too much to ask for that role and actually it is important as it can directly affect how a patient feels - it can make a big difference.

Anything else?

I observed a bed being prepared for the next patient and was pleased to see how carefully this was done in relation to hygeine. The plastic mattress was wiped over very thoroughly - no short cuts - and this gave me confidence in the overall cleanliness of the hospital.

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Response from The Heart Hospital

Thank you very much for your comments on your care at The Heart Hospital, we were very pleased to hear that you had such a positive experience and that, on the whole, you found our staff to be helpful and friendly. I have fed back your comments in relation to reception to the manager of the team as I agree that this is an important place to make patients seem at ease.

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