Conquest Hospital

Thank you for taking the time to leave some helpful feedback about your recent attendance to the Emergency Department (ED) at Conquest Hospital; we do appreciate it as it provides us with an opportunity to make improvements wherever we can. The Trust is committed to providing a high and timely standard of care, and in environments that are appropriate, and it is therefore disappointing to read that despite finding staff to be lovely once seen, you had to wait 20 hours for a diagnosis and you found the children's waiting area to be in a very unhygienic state.

As a responsible healthcare provider where health, safety and infection control are paramount, we wish to offer our sincere apologies for your experience. We recognise that our ED's regularly see high volumes of patients, and the pace and flow of patients at peak times may affect the ability of staff to maintain the cleanliness standards we expect however, this is not something we should overlook and we will ask the Head of Nursing to liaise with the Housekeeping Team to review the frequency of cleaning rounds in the ED.

In terms of the length of time it took to provide you with a diagnosis, it is difficult to comment further on this without having details to establish what may have led to this delay but nevertheless, we apologise for the length of time taken as we appreciate you would have been worried and upset. We very much hope you have recovered from the symptoms that required your attendance at the ED, and wish you well.

Dear Dawn,

Thank you for taking the time to leave us such lovely feedback regarding your recent appointment with the Gynaecology Team at Conquest Hospital; we really do appreciate it. The Trust is committed to providing a high standard of care to all patients, and so we are delighted to read this was your experience.

We note from your comments that you were enduring a rather stressful time when attending your appointment, and undoubtedly you must have been feeling concerned, anxious and distressed, so it is very reassuring for us to read you were treated with the values of kindness, compassion and a high standard of listening skills. These values underpin how we wish for every patient to feel, and we hope the outcome of your appointment will result in appropriate follow-up.

We have shared your feedback with the Consultant in question who was touched by your kindness, and we wish you all the very best Dawn. Take care, keep well and stay safe.

Thank you for taking the time to leave such kind feedback regarding your care from the Diabetes Department at Conquest Hospital; we really appreciate it.

The Trust strives to provide a high standard of care for all patients, and so we are delighted to read this has always been your experience. It is also reassuring to read staff are professional and competent in their duty of care to you, and strive to offer helpful support with the information and advice they provide.

We will share your lovely words with the Diabetes Team, and wish you all the very best for good health and well-being. Take care and keep safe.

Thank you for taking the time to leave us some feedback about your recent visit to the Emergency Department (ED) at Conquest Hospital; we do appreciate it.

The Trust strives to provide a high and timely standard of care to all patients in what has been, and continues to be, difficult and challenging times, and we are therefore disappointed this was not your experience. Please accept our apologies for the frustration and dissatisfaction you have conveyed as this is not what the Trust would want any patient to feel.

As you will be aware from the national press our ED's, as with those up and down the country, are experiencing ever increasing rates of patient attendance for a wide range of illnesses and injuries and understandably emergency or life-threatening/changing attendances often need to be prioritised. ED attendances are unpredictable, and this does mean we cannot always forecast with accuracy the length of time patients have to wait to be seen, or cared for until discharge is appropriate.

Whilst we note your observation that the area you were sitting in appeared to be empty, this does not mean the whole of the ED was quiet and there may have been many urgent or traumatic episodes of care taking place in areas you could not see, for example, in the Clinical Decisions Unit (CDU) or the Acute Assessment Unit (AAU).

We hope you have now recovered from the symptoms that required your attendance at the ED, and wish you well. Please take care, keep well, and stay safe.

Thank you for taking the time to leave us some feedback about your recent experience in the Emergency Department (ED) at Conquest Hospital; we do appreciate it. The Trust strives to provide high standards of care in what continues to be extremely busy and challenging times, particularly for our ED's, and we are sorry this was not always your experience when attending on 24 June 2022. Please accept our apologies for the concern and upset caused to you.

In order to facilitate learning we shared your feedback with our Head of Nursing for the ED, who has now confirmed that he has discussed it with the relevant leaderships teams. He also wishes to assure you that the eTriage system you refer to continues to be monitored and evaluated in terms of its use as a relatively new feature to help the Trust improve the flow of patients through our ED's, and the reception team manager is looking to identify some customer care training for reception staff.

We hope you have now recovered, or are getting better, from the symptoms that resulted in you needing to attend the ED.

Take care and keep well.

Thank you for taking the time to leave such a lovely message about the MS Nurse at Conquest Hospital; it is very kind of you and we very much appreciate it. We will be sure to share your feedback with the MS Nurse to let them know how grateful you are for their responsiveness and understanding.

Thank you for taking the time to leave us some feedback about your experience of waiting to be seen in the Emergency Department (ED) at Conquest Hospital; we do appreciate it.

The Trust strives to provide a high and responsive standard of care to all patients in what continues to be extremely busy and challenging times, particularly for our ED's, and despite your kind words about the friendly and apologetic nature of the staff you saw, we are sorry for your overall experience in the ED.

As you will appreciate, the ED regularly experiences high volumes of patients attending for a wide range of illnesses and injuries, with varying degrees of urgency, and sometimes in life threatening situations, that we simply cannot predict. Equally, staff absence through illness or emergency can happen suddenly and not afford us sufficient time to source appropriately trained and experienced staff to cover for them at short notice, and regrettably these dual factors do affect waiting times in the ED. You will have also undoubtedly read that nationally, ED's are currently seeing increased numbers of patients who are having difficulties accessing primary care resources such as GP's, and this adds to the situation.

We have recently launched an eTriage system in our ED's, and we hope that in time this will help us to better understand a patient's needs on arrival and facilitate enhanced patient flow in the ED.

We very much hope you have now, or are scheduled to, receive the care and treatment required for the symptoms you attended ED with. Please take care, and keep well and safe.

Thank you for taking the time to leave us some feedback about your experience of waiting to be seen in the Emergency Department (ED) at Conquest Hospital; we do appreciate it.

The Trust strives to provide a high and responsive standard of care to all patients in what continues to be extremely busy and challenging times, particularly for our ED's, and we are sorry for the delays you experienced accessing the ED.

As you will appreciate, the ED regularly experiences high volumes of patients attending for a wide range of illnesses and injuries, with varying degrees of urgency, and sometimes in life threatening situations, that we simply cannot predict. You will have also undoubtedly read that nationally, ED's are currently seeing increased numbers of patients who are having difficulties accessing primary care resources such as GP's, and this adds to the situation.

We have recently launched an eTriage system in our ED's, and we hope that in time this will help us to better understand a patient's needs on arrival and facilitate enhanced patient flow in the ED.

We very much hope you have now, or are scheduled to, receive the care and treatment required for the symptoms you attended ED with. Please take care, and keep well and safe.

Thank you for taking the time to leave us some feedback about your experience of being seen in the Emergency Department (ED) at Conquest Hospital; we do appreciate it.

The Trust strives to provide a high and responsive standard of care to all patients in what continues to be extremely busy and challenging times, particularly for our ED's, and despite it being busy and noisy when you arrived, we are delighted to read of your chilled and relaxed experience!

ED's often receive a lot of negative feedback due to the unprecedented demands and pressures they have, and continue to, face and so it is helpful and assuring to read you found staff to be kind, caring and funny. We are very grateful for your kind words, and will share these with staff.

We hope you have now recovered from, or are making good progress with, your leg injury. Keep well, and stay safe!