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Patient feedback

Emergency Department and wider team

Ngā mihi to our Emergency Department and wider team who recently received this feedback from a patient.

"I was supported by the staff in your emergency department following a car accident from late last year.

"It was extremely busy and despite this all the staff went out of their way to be kind, compassionate, attentive and empathetic. I have never been in an accident before and was scared and disorientated and I was so reassured by the treatment I received.

"My main nurse was Jordan. She was so wonderful, I was struggling to articulate my needs while feeling confused and she made sure to check repeatedly on my pain levels and offer medicine and food regularly.

"She attended to my personal care needs while maintaining my comfort and dignity. I have no idea how, with the enormous number of patients she was clearly managing, she had any energy left to comfort me.

"I was also helped by Austin who was so respectful in his assessment of my injuries, gaining my consent before touching me, and explaining what was happening at every step of the process. I was also supported by multiple other nurses, orderlies, the x-ray and CT scanning people, and I was treated with manaakitanga and whakaute by everyone I met.

"The receptionist went as far as to notice I was crying and come by to hold my hand for a quiet minute – I would never have expected them to do this on such a busy night, but they clearly value human empathy and kindness highly.

"It is a horrible environment to have to be in, busy and demanding and absolutely chock full of injured, complaining, crying people but your staff spun gold out of a totally rubbish situation.

"I am so grateful. Please pass my thanks on."

Do you have feedback for us?

If you would like to give feedback on what we do, please contact our Consumer Experience Team.

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