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Received exceptional care but no-one to greet me at receptio...

Posted By Tabatha1

"Received exceptional care but no-one to greet me at reception"

About: North Devon District Hospital / Urology Royal Devon & Exeter Hospital (Wonford) / Urology

(as a service user),

I was referred to the Urology dept. of Northern Devon hospital in June 2021 in connection with my kidney and prostate situations.

Biopsies were carried out on both and it as decided to have a kidney removal at the Royal Devon hospital and Exeter hospital in November 2021 and to have hormone treatment for the prostate.

I have received exceptional care and consideration from the consultant and their teams in both hospitals.

The nursing staff at both hospitals are brilliant.

The one negative was the reception at the RD & E - I arrived at 7.15 am after a hour drive from from Barnstaple for a 7:30am appointment for my operation. I had never been to the RD & E before and I was anxious and nervous but there was nobody at reception at that time to show me where to go and I had to ask an off duty staff member. If people are arriving after a journey, then there should be someone there to greet them even at that time in the morning.

Apart from this my treatment has been excellent.

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Responses

Response from Paula Howells, Senior Medical Secretary (Northern Services), Urology Team (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 3 years ago
Paula Howells
Senior Medical Secretary (Northern Services), Urology Team (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I have worked in the NHS for over 35 years as a senior Medical Secretary in various specialties. I currently work in the Urology Department providing PA services to the clinical team.

Submitted on 29/03/2022 at 16:01
Published on Care Opinion at 16:01

picture of Paula Howells

Dear Tabatha1

Thank you for leaving such positive feedback with regard to your treatment at both Royal Devon & Exeter Hospital and North Devon District Hospital. I am pleased that you found the care from both consultant and nursing teams at both hospitals to be "exceptional". I hope you are recovering from removal of your kidney and prostate problems. I am sorry that you found no receptionist to greet you on arrival at Royal Devon & Exeter Hospital on the day of your operation. I am sure they will reply separately to you.

I wish you well for your continued surveillance at North Devon District Hospital.

Kind regards

Paula

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Royal Devon & Exeter Hospital (Wonford) 3 years ago
Royal Devon & Exeter Hospital (Wonford)

Submitted on 06/04/2022 at 08:37
Published on nhs.uk at 18:44

Dear Tabatha,

Thank you for taking the time to share your experience at the Royal Devon and Exeter Hospital. I am delighted to hear that you are so happy with the care you have received and would like to thank you very much for your positive feedback.

Kind comments such as yours are always gratefully received and are an encouragement to staff.

We completely understand that the anxiety you must have felt as you were about to undergo a treatment. Your comments will be passed on to the relevant department, if you would like to contact us further please do not hesitate to call our Patient advice and liaison service on 01392 402093 or via email at rde-tr.PALS@nhs.net.

Thank you.

Regards,

Sonya I Lucky

PALS Office

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