The Tunbridge Wells Nuffield Hospital 2016-08-31 Person 5 5 0

Dear Ms Siddown I write to you in response to your request for feedback as per your letter/tick-box form postmarked 29-02-16 regarding my surgery/treatment on 26 February 2016 at the Nuffield Health, Kingwoods Road, Tunbridge Wells, Kent. TN2 4UL The tick box form I received for my feedback is adequate however, please bear in mind that; I was a day patient, I did not have any opportunity to fully review the Nuffield as in meals and physio etc. I also feel the complete treatment I received was more personal and certainly more deserving than a simple `tick` and so I will try to be as concise and as fair as possible. My initial contact was with Ms Julie Raynsford-Medical Secretary to Ms Cheang/Consultant ENT Surgeon via a letter dated 5th February 2016, upon my reply to Ms. Raynsford I immediately felt that efficiency and professionalism had taken over my imminent treatment. My pre-operative assessment 17th February/16 with a nurse who introduced herself to me as `Fiona` was, thorough, dispelling all the fears and anxieties I had about my forthcoming operation. The appointment letter 11th February 2016 was succinct, informative and supported the opportunity for any further enquiries I wished to make. My admission date 26th February 2016 was as equally and professionally dealt with. I was introduced to `my nurse – Angela`, who oversaw my paperwork/hospital records with me, made sure I was comfortable in my room (9) and continued to supervise my comfort pre-op and closely monitor my recovery post-op, a solid reflection of good house management and the organized efficiency of the Ward Sister. Ms. Pei Pei Cheang My ENT Surgeon who consistently consulted with me pre-op and post-op, was very clear in explaining my surgical procedure, outcomes and after care, she always gave me many opportunities to ask questions and allay any fears. Mr. Pine who introduced himself to me as my Anesthetist, repeated the thorough examination of my paperwork/hospital records and myself, again another opportunity for me to ask questions and receive honest answers. In the operating theatre prior to my surgery, I observed Ms. Cheang and Anesthetist Mr. Pine liaising with the Theatre Team and again I had an opportunity to ask questions with her and Mr. Pine. I felt my comfort and well-being was always paramountly considered. The whole process of my well-being and care was very professional and transparent. I felt completely at ease in the learned knowledgeable and very capable care of the Nuffield Health Care. The Theatre Team appeared to be in a professional sync with each other and fully valued their roles and responsibilities towards me and each other, this I found extremely uplifting. Overall and in my opinion as a Patient in the care of MS Cheang, Nuffield Health/Tunbridge Wells demonstrated a bespoken `Standard of Excellence` and an all-encompassing High Nursing Standard and this I feel should serve as professional template for sharing any/all facets of best practice. The Nuffield Health building in Kingswood Road – TN2 4UL is in a quiet location, with a constant of available parking. The building is uncluttered and not `tacky` in its visual design, giving me the instant impression that it`s very much a qualitative enterprise with no nasty surprises or hidden cons. The receptionist was polite and the waiting area warm, welcoming and very clean. My room (9) was, very comfortable, clean, fitted with air conditioning, remote TV, en suite and other mod cons, as much as this might be a set `standard` for a single room, the disability access was fully considered and compliant with health and safety and the disability discrimination act (DDA). The design of lower ceilings throughout the wards permitted more practical and hygienic heat and air conditioning, created a very quiet and restful ambiance throughout. This I believe created a pleasant working atmosphere amongst the Nuffield Staff and in turn relaxed the waiting occupants and in-patients. I do understand a Magnetic Resonance Imaging (MRI) machine is to be permanently installed within this particular Nuffield premise, this can only be a positive step and offer further opportunities to share the existing template of a unique best practice in nursing care. Finally, being an NHS patient and being given this fantastic opportunity to have my much needed surgery sooner at the Nuffield Health, I am able to recognize the differences in how supported the Nuffield Nursing Care system per Se is particularly at Tunbridge Wells. However, and unfortunately it’s a stark reminder of how demoralizing the NHS has become for the many dedicated and qualified nurses, doctors and staff due to unnecessary `officialdom` with its complete lack of compassion amongst the red tape creators, designers and `quangos`. I also recognize the very fact that the many Nuffield Consultants who also work within the NHS and are able to recognize and alleviate some of the suffering is a positive sign that nursing is still as much a dedicated vocation today as its always been and this has been identified and valued by Nuffield Health. My grateful and sincere thanks to all of those who have been responsible for the betterment of my wellbeing and care per Se throughout this surgical procedure of Open Rhinoseptoplasty-26.02.2016 at Nuffield Health and, my heartfelt respect with special thanks to Ms. Cheang without whose dedication and skills would have given me a much less of a positive outcome. Yours sincerely Mark Francis