New Cross Hospital 2021-11-02 Person 5 5 0

Dear Ward Manager, I am a customer who believes in giving feedback where it is due, whether it be good or bad. Three weeks ago following a routine mammogram I was advised that I had an abnormal result. 10 days later I was undergoing a second mammogram, an ultrasound and a biopsy, and 10 days after that I was admitted to the Appleby Suite for an excision biopsy. I am pretty sure that the whirlwind string of events would have shaken any unsuspecting woman who had had no signs or symptoms prior to the initial mammogram, and I can assure you that I was shaken, massively unsure of where this journey was going to take me. I arrived on Appleby as arranged at 07.00 am along with about 20 others. We were warmly greeted and shown to our beds for the day. It soon became clear that there were 3 main members of staff on the ward, Indy (my allocated key worker), Jan and the “Jackster” Each one of them went above and beyond with all of the patients on the ward. explaining every procedure, allaying any fears and answering all questions with a smile and and a willingness that would make any one feel comfortable and cared for. I used to work in the NHS many years ago and I was suprised to see how admin heavy the current rule of a nurse is. Every question asked multiple times and recorded on multiple devices, some of them shared between the 3 of them. Of course I understand the importance of efficient recording but is it at the expense of the care being delivered by the member of staff. I have to say in the case of the Appleby 3 the care remained unaffected but I could see how it may easily decline in the face of staff shortages or increased pressure. Thankfully my day went like clockwork, down to surgery, recovery and back to the ward. At all touch points my experience was that of efficiency, information, explanation and compassion. I can happily say that was thanks to the team that orchestrated my passage through the system. …….and all I can say is a heart felt thank you. Sincerely. With all of the media attention on the NHS following COVID, delays in admissions and staff shortages are highlighted frequently, but my diagnosis and treatment experience has been swift and efficient and of impeccable standard. I would like to thank all of the team in particular the angels on Appleby, Indy, Jan and the “Jackster’ without whom my experience could have been totally different. Thank you to the Surgical Team and my surgeon Dr Vidaya, whose matter of fact “we can do this attitude” and polite bedside manner instilled a confidence in me at a time when I was trembling inside. Thank You Thank you Thank you. Thank you for doing what you do every day and think is nothing. It is something and it makes a difference a real difference in peoples lives when they hit a difficult crossroads in life.