"Expert plastic surgery, compasionately delivered..."
About: Frenchay Hospital Frenchay Hospital Bristol BS16 1JE
What I liked
I am a user of private and NHS healthcare services and have had good and poor experiences in both sectors. I also work in in healthcare again private and NHS. I attended the regional plastic surgery hand and upper limb unit at Frenchay and had the most exceptional care with dedicated compassionate staff who were clearly working in a very busy unit. However all the staff were polite and considerate, humerous when appropropriate and efficient at all times. I was kept informed of any delays although it was clear that the unit was active with emergencies. I had accidently cut off my finger and needed to have it grafted back. The surgeons were thoroughly professional and their skills were a pleasure to witness despite the upsetting circumstances.
I used the Day Case Unit waiting room which was comfortable and generally quiet. I was appallled as other patients & I witnessed some waiting relatives complaining amoungst themselves about the time surgery was taking even though a receptionist had expained clearly to them operations are all different and they would be informed as soon as their relative was out of theatre. It appeared these people had little consideration for the other patients and it was a credit to the receptionist who smoothly and patiently spoke with them.
The operation went well. The local anaesthetic was minimally painful and the cheery nurses chatted quietly to me as the surgeons worked. The day case theatre was calm and efficient and the team working a credit to Frenchay. The plastic surgery staff from the junior doctor who explained the operation and aftercare to the senior surgeon and the consultant who performed the surgery installed such confidence. All were compassionate and caring and made every effort to ensure I was kept comfortable. Throughout my care I had the impression that this was a service worthy of its worldwide reputation.
What could be improved
the day case treatment cubicals were were very small
the hospital gowns are immodest and the nurse had to use 2 to combat this- presumably double the laundary costs?
the day case room was crowded with doctors and physiotherapists clearly working in very narrow spaces with little room for equipment or for them to move about easily
other patients could hear doctors talking to patients and confidentiality was therefore poor
I was surprised to see relatives were present in the treatment room this made the space more cramped and they were listening to other patients being treated
the hospital corridoors were cluttered with broken beds, chairs boxes
people (staff and patients) were blatently smoking at the hospital entrance and no hospital staff made any attempts to stop them
there is litter and cigarette butts at the entrance to the hospital
the staff seemed rather pressured for the number of patients they were treating
Having read some of the other rather negative comments about Frenchay I feel strongly that based on my experience with the plastic surgery unit and the day case unit I would hope to redress the balance. The speed of emergency care and quality surgery and aftercare recieved at Frenchay would not have been provided in the private sector and the trust board & managers should be commended for providing such a service