Care Opinion

Visiting the Children's Accident and Emergency Department

Posted By Hopewood

"Visiting the Children's Accident and Emergency Department"

About: Heartlands Hospital / Paediatrics West Midlands Ambulance Service University NHS Foundation Trust / Emergency ambulance

(as a parent/guardian),

My son was taken to the children's accident and emergency department this week at Heartlands hospital by an ambulance yesterday.

Firstly the ambulance service arrived at my mothers property where my son was very promptly and provided a excellent service, due to me being at work at that moment the ambulance crew spoke with my mom and then also to me over the phone.  They were very reassuring and I felt confident that my son was in the best of hands.
When I arrived at the children's accident and emergency department, we did have to wait about an hour to be assessed, but this was due to the volume of individuals using the service.  When we were seen, the assessing nurse apologised for the wait and began assessing my son.  She was very patient, knowledgeable and reassuring.

My partner and I have had to visit the children's accident and emergency department a number of times in the last ten weeks.  This visit being our fourth, each time the staff have been pleasant, patient and very reassuring.  

On two of our visits 

The staff at this department do an absolutely wonderful job in a very  high pressured environment, all the staff and the doctor (Lucy) were patient and friendly and everything you could wish for.  Whilst we were waiting we observed parents being slightly rude to the staff and in response the staff continued to be polite and calm.

We did thank the staff when we left, but I feel they may not grasp how appreciative we are as parents of the person centered service that they offer.

Well done and thank you again!!!

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Responses

Response from Heartlands Hospital 6 years ago
Heartlands Hospital

Submitted on 07/12/2017 at 11:40
Published on nhs.uk at 12:31

Dear Parent,

Please accept my apologies for the delay in responding to your posting.

Thank you for taking the time to post your comments regarding the care and treatment your son received, firstly by the West Midlands Ambulance Service and then in the Children’s Emergency Department at Heartlands Hospital.

I appreciate that it would have been a very worry time for you and your partner, especially as you state that this was your fourth visit.

It is unfortunate that our staff are subjected to such behaviour at times and are able to remain professional at all times and carry on with their duties.

I will ensure that your posting is forwarded to the senior management team and I will ask that your posting is shared with the staff.

It is lovely for the staff to receive the recognition they so well deserve and I am sure they will be absolutely delighted to read your positive comments.

Once again thank you for taking the time to post your comments, as all feedback is very important to us.

Best wishes

Miss J. Langham

Patient Services Officer

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Response from Regional Head of Patient Experience, West Midlands Ambulance Service 6 years ago
West Midlands Ambulance Service

Submitted on 13/12/2017 at 15:18
Published on Care Opinion at 16:31

Dear Hopewood,

Many thanks for your feedback.

I hope your son is making a good recovery, where possible we try to share feedback with our staff. If you would like me to share your feedback with the attending ambulance crew, I would be grateful if you would consider contacting the Patient Experience Team at email pals@wmas.nhs.uk or telephone number 01384 26366.

Thank you once again,

kindest regards

Marie

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