Cardiff & Vale University Health Board

So that you can help us, we positively encourage suggestions, whether good or bad. A compliment does a lot for the morale of staff and it helps to maintain high standards.

How to Submit a Compliment

You may submit a compliment in writing to:

Angela Hughes
Concerns Manager
Cardiff and Vale UHB
Whitchurch Hospital
Park Road
Whitchurch
Cardiff CF14 7XB

or by email to concerns@wales.nhs.uk

You will receive a letter or e mail in response to your compliment, and all compliments are shared with the areas mentioned and individual staff members.

Some of the recent compliments we have received are published below.

I am writing this letter to say thank you to your staff for the high standard of compassion, clear explanations and quality of care I received during my stay.

I came to A&E last Friday morning (May 3rd) and from the moment I was seen at Reception the staff were amazing. I went quickly through to Triage with suspected appendicitis before going to patient area to see a doctor, get blood and urine tests. Kelly, the nurse, who gave me the very unexpected news that I was pregnant was so kind and caring. Dot, the auxillary nurse, who took me in a wheelchair up to Gynaecology Unit was friendly and chatty as she could see I was clearly distressed.

The staff on the Emergency Gynaecology Ward were very patient and explained clearly the dangers of an ectopic pregnancy. They allowed me to sit in a quiet room whilst I waited for the ultra-sound to clarify the situation. As soon as it was discovered that the pregnancy had ‘popped’ I was admitted onto the ward and whisked straight into surgery on the Friday evening.

Kirsty, on the ward, even though she had a sore throat looked after me on my return to the ward and for that I am eternally grateful.

The public are always quick to criticise the NHS service and our local hospitals but I for one was very grateful for the speedy and tremendous service I received.

Please pass on my thanks and praise to your staff.

I look forward to my speedy recovery now.

E mail from Mrs H, 8/5/13

had an appointment for flexi sig at 8am this morning in the Endoscopy Unit. I have to give the whole experience a 10 out of 10. Brill. [A flexible sigmoidoscopy is a limited endoscopy examination of the left side of the bowel.]

A flexi sig is not pleasant. However, the cleaners and porters with their friendly " Mornings" made for a good atmosphere. The reception area was clean, warm and calm. The Thank You cards on the notice board did not go unnoticed by me. The medical staff were clear, calm and friendly. I felt I was in good hands.

The cup of tea in the recovery area was greatly appreciated. Simple,human, pleasant.

E mail from Mr Steve Hathway, 19/4/13

My daughter Evie was born at UHW on 09/01/13. We were moved to Paeds South shortly afterwards, and Mr Kim Hutton operated on her when she was 5 days old. Twice since then she has been admitted to the hospital, receiving care on both Land and Ocean Wards. These visits both required a move to South Ward and more renal surgery.

Both I and my partner cannot speak highly enough of the care we have received from the nurses and doctors at UHW. They have provided both medical and emotional support, ensuring that Evie continues to thrive, and us flagging parents manage to hold it together.

Evie will continue to require treatment over the next few years and we appreciate that we have several more hospital "sleep overs" in store. However, knowing that we shall be looked after by such great staff makes it more acceptable.

A very big thank you to all your staff who continue to look after us. All too frequently, people are quick enough to read the negative press received by the NHS. It's such a pity that the positive stories are never deemed newsworthy.

E mail from Ms Kathryn Newton, 23/3/13

I recently had a total hip replacement at Llandough Hospital and I would like to express my gratitude to all of the staff on the Charles Radcliffe Ward. Nothing was too much trouble for any of them and I cannot thank them enough.

The last time I stayed in Llandough Hospital for any length of time I was a child and the obvious difference since then are the hours put in by all of the staff. I was amazed to see Consultants operating into the evenings and weekends on non emergency cases.

Naturally, I have a special “thank you” for my Consultant Mr Agarwal and his team who carried out my procedure. I have tried to think of words to praise Mr Agarwal, but whatever I say would not be good enough for this truly talented man.

There has been so much bad press recently about our hospitals and the NHS, but I have nothing but the highest regard and praise for Llandough Hospital.

E mail from Mr John Hawken, 28/02/13

Hello. 2 weeks ago I was sent into the University Hospital of Wales as I had viral meningitis. I was sent by my doctor, straight to the medical assesment unit (just off the A&E entrance).

I cannot compliment the standard of service I received enough. Every nurse and doctor who looked after me was AMAZING! The dark haired, female, plain clothed doctor was amazing at her job and a real great communicator, she made me feel so much better about my situation. I know people moan about waiting when they get sent to hospitals but I honestly waited no longer than 15 mins to be seen at any one time. I had to have a lumber puncture and the lovely blonde doctor who did the procedure was absolutely fantastic - (I felt no pain whatsoever!!).

I was then put on A4 Medical Ward to be monitored overnight and the night nurse in green was so nice as was a really lovely blue nurse with short blonde hair who was on duty in the morning (I have since found out her name was C Webster).

I cannot express my gratitude and thanks enough and I feel that the NHS always gets bad press and as my experience was so positive, people should know about it. My only regret is that I couldn't remember the names of all the nurses and doctors so they could get the recognition they deserve.

E mail from Ms CP, 20/9/12

I want you to be aware of the wonderful treatment I received at the hospital between 29th June and 3rd July. I was admitted through the emergency coronary unit and stayed the night at CCU. I was transferred to Ward B1 South until I was discharged last evening.

All the staff I came into contact with, be it the Professor of Cardiology, trainees, or the ward domestics, demonstrated the highest standards of professionalism and patient care. Nothing was too much trouble for anybody on the ward or in CCU.

I particularly congratulate the catering service who provided good wholesome food with good portions and served very hot.

I do hope that you will pass on my congratulations to all the staff involved with my stay.

E mail from Mr N Goward, 4/7/12

I would just like to say a big thank you to your team, but in particular four members of your staff.

First I would like to thank the surgeon. Prior to the procedure he explained in a clear concise and friendly manner what would be happening that day, and after the procedure he again explained what had happened and the next steps. I found the gentleman to be warm, friendly and compassionate, and his bedside manner professional, and the shaking of patients hands a very good way to not making him seem aloof. (All in all if I had to undergo this again I would definitely want the same gentleman to carry out the procedure.)

Next I would like to thank the anaesthetist who, very much like the surgeon, had very many positive attributes as above. I found her to be professional and informative in a very logical way. But also her sense of humour and caring manner showed through. (For example, just before I was going under she brushed some hair from my face. I realise this is most likely just a natural reaction, but psychologically I personally felt it had a positive affect.)

The junior nurse who spent a lot of time listening to a old man making nervous jokes was so professional she even laughed at them once or twice, but also for putting up with my inane twittering. I would say she was definitely an asset to any team.

And finally her supervising nurse (I may have that relationship wrong with the junior nurse - being a layperson I don’t know how it works) who again ensured everything was done correctly and professionally (this nurse I think was named Karen if that helps identify the staff) and I hope she gets her car sorted out soon and she really should sue the pigeon.

I do realise that there are many members of staff who work behind the scenes who I have not mentioned, such as cleaners, reception, catering, referring consultants etc, and I would like to say a thank you to them as well as they are all a part of why my experience was actually a pleasant one in a scary situation.

E mail from Mr J McShane, 3/7/12, regarding his procedure in the Short Stay Surgical Unit

I recently (Thursday, 28 June) underwent knee surgery at the CAVOC ward in Llandough hospital. From the moment I arrived (7am) to being discharged (around 8pm), I received high quality care from all staff.

I had around 9 hours to wait for surgery, during which time I observed - and quickly came to appreciate - just how efficient, professional, and above all, positive every member of staff appeared to be. Perhaps most impressive was the lack of a culture of ‘hierarchy’. It certainly seemed that there exists a healthy, mutual respect and inter-dependency amongst staff; regardless of role or grade.

The volume of patients and the issue of 30 less beds being available could quite easily have led to a poorly-managed situation, but what I witnessed was quite the opposite. The staff pulled together as a team and ‘made it happen’; reassuring patients in the process, in an open, honest way. Where two cancellations had to be made, these were communicated sensitively and great effort was made to reschedule at a time convenient to those affected.

The patient-centred approach and high regard for patient care is something I hugely value. The reception staff, nurses, physiotherapists, anaesthetists and surgeons are a credit to the NHS in Wales.

E mail from Ms S Thomas, 2/7/12

I would like to record how impressed I have been with the whole "knee replacement experience" I received from Llandough hospital recently. From the pre-appointment over a month ago, to the admittance and operation last Tuesday, the initial recovery in the ward, the discharge 2 days later and the aftercare and physiotherapy since, I can only congratulate everyone involved.

At every stage, the care and treatment I have received has been of the highest standard, not being just professional and efficient but also caring and personal.

I am aware that we hear too often of the contrary in the media, and very few examples of exemplary standards. The purpose of this feedback is, in a small way, to acknowledge and thank the whole team effort at Llandough CAVOC ward, including cleaners and catering staff, in making what could have been a traumatic time into as pleasurable a period as possible.

I must have met at least 50 different members of staff during my stay and I was impressed with everyone's competence, courtesy and diligence. Again, thanks to all involved.

E mail from Mr R Hinton, 4/7/12

Compliments

Find Out More