What was good?

My starting experience with my consultant Dr Keedwell was completely reassuring. I was explained everything in detail and then fully understood why I needed an operation. My surgery then took place on 31 December. Everyone was so professional, caring and kind. As it was 1 Jan the catering team even put on a special meal. The whole experience has been very positive

What could be improved?

Maybe links to exercises post opp and dietary advice

How did you feel?

Really well looked after

What was good?

Made to feel relaxed during cystoscopy procedure. Friendly nurses & professional throughout. Everything explained. Some discomfort was explained by the consultant.

What could be improved?

Nothing

How did you feel?

Relieved procedure is over

What was good?

Fantastic, detailed, kind.

What was good?

The staff were professional and kind. Very thorough.

What could be improved?

Nothing

How did you feel?

I felt safe and in good hands.

What was good?

Excellent treatment, the punch biopsy procedure was explained from start to finish. Aftercare was also explained in detail and backed up with leaflets. Could not have been looked after any better. Very happy with my treatment.

What could be improved?

There seemed to some confusion at reception with patients sent to the wrong waiting areas. Nurses calling for patients but they had to look for them because they were sent to the wrong place. My appointment was 30 minutes late

How did you feel?

I felt more anxious as time went on wondering if I had been checked in properly worried that I might miss my 13.30 appointment.

What was good?

The team that looked after me today were so kind and looked after me so well. The doctor Yazdenien, nurse Rachael and the healthcare assistant Maddie were absolutely lovely. They understood that I have post traumatic stress and were incredibly kind. They were very gentle and clean as well. They all worked together to make me feel comfortable and they all were very compassionate and friendly. Honestly they were the best team I could have hoped for.

What could be improved?

Nothing, they were amazing

How did you feel?

I felt cared for and looked after. They listened to everything as well that I said.

What was good?

The Nurse was very pleasant and caring. Wanted to make sure all my needs were met. Offers more help if I need it in the future. Very kind person.

What could be improved?

I feel Sarah covered all aspects, to make sure I had all the help I needed.

How did you feel?

I felt that somebody was out there willing to help me. So I didn't feel alone and the only one going through what I am going through.

What was good?

Majority of the staff (except 2 x night porter agency staff) other than that the rest made my time in hospital on the ward as good as possible. Friendly, chatty, caring, kind

What could be improved?

Agency staff.
Food choices (id just had abdominal surgery and whilst my bowels we’re getting back to normal I wanted something hot food wise but a bit more plain in taste - plain options were basically sandwiches)

How did you feel?

Whilst in hospital it was the worst stage of my life (post cancer diagnosis)
I was very emotional. And was processing a huge operation. The nurses/staff were fantastic with me and made me feel at ease.
Great visiting hours/times as well

What was good?

1 Timekeeping. I was called on time.
2. Friendly staff. Everything during the 90 minutes today was done calmly and smiles were returned.
3. Professionalism. Outstanding. Three principle actors, Diana, Lisa and Claudia treated me carefully, with respect and awareness of my limitations.
4. Genuine interest in me as a patient and as a person..
5. Everything, including essential meds and application of same, described, written and shown.
6. Paperwork, future appointment info and so forth completed, explained and written.
Outstanding.

What could be improved?

N/A

How did you feel?

Before, during or after?
My experience was as good as I can imagine. No surprise, no rush.
Concern for me, my comfort and my health all primary.

What was good?

Lisa, Rachael & Abi’s care and professionalism was outstanding. My procedure went very smoothly.

What could be improved?

Nothing.

How did you feel?

Very cared for.

What was good?

The Dermatology Department is run very efficiently and I have been very impressed with the service. Sarah is friendly, professional and decisive. Vasty and Favour who carried out a procedure, worked together as a brilliant team. They were professional, very organised, friendly and efficient. They were also thorough in checking my details and following procedures.

How did you feel?

I felt I was being looked after well and I had confidence in the health professionals caring for me, which made me feel safe.

What was good?

The treatment I have received by all those that work in the oncology team, especially Dr Parnell, has been exceptional. They have been easy to contact, highly efficient, caring and supportive. They have helped to make a difficult time better. When receiving my chemo, the chemo team of nurses have been friendly and welcoming, patient and knowledgeable. When needing to phone the emergency number the team have been caring, confident and supportive. Nothing appears to have been too much. Outstanding!

What could be improved?

Nothing

How did you feel?

Reassured, valued and listened to.

What was good?

Hayley was incredibly supportive and knowledgeable at what was a very difficult and overwhelming time following my father’s recent diagnosis of Alzheimer’s. She took the time to listen, understand our situation and explain the support available, not only for my father but also for me as his carer.
She referred me to a number of different agencies and sources of support that I would never have known about or thought to access myself. Her knowledge, guidance and reassurance have been invaluable and have helped me to feel much less alone and more confident in navigating the challenges of caring for my father.
I am extremely grateful for the support Hayley has provided and would highly recommend the Admiral Nurse service to anyone in a similar situation.

What could be improved?

Nothing, the support was outstanding

How did you feel?

I felt very supported and, importantly, never rushed. Hayley gave me the time and space to talk through everything that was happening and helped me to prioritise and pace the many tasks on my “to do” list. This made everything feel much more manageable and helped me to feel far less overwhelmed.
Her kindness, support and guidance made such a difference. I honestly don’t know how I would have coped without her.

What was good?

Good care

What could be improved?

Nothing

How did you feel?

Taken care off

What was good?

The nursing staff were exceptional - very kind and extremely skilled.

What could be improved?

Food could be better

How did you feel?

Quite well - I only had a very minor procedure.

What was good?

The over all experience, and care provided

What could be improved?

Cleanliness

How did you feel?

Good

What was good?

Each member of the nursing team who took care of my 90yr old mother during her procedure were lovely, very informative & friendly. My mum was a good patient helped by the lovely clinicians, Wendy, Nicola & Emily, couldn't fault them! Thank you your care & attention with my mum.

What could be improved?

Nothing

How did you feel?

Very comfortable

What was good?

I was very nervous, but i need not have worried. Mr Hogan and Nicola treated me with the utmost respect at all times, chatting to me and helping me feel at ease. I couldn't have asked for any better care.

What could be improved?

Nothing

How did you feel?

Listened to, and heard.

What was good?

The whole team were professional and caring. I was kept informed throughout as to what was happening. The team spirit was exemplary

What could be improved?

Nothing

How did you feel?

I was happy that I was in the best hands and confident of a good outcome

What was good?

From walking in, meeting the receptionist, the nurses, and the surgeon, the whole , were exceptional.

How did you feel?

The whole team made you feel at ease

What was good?

Friendly , attentive staff from the receptionist through to the surgeon & everyone in between. Lovely facility and great care given. Cataract surgery performed & recovering well.

What could be improved?

Should have sat in one of the only 3 comfy seats . 3 hours sat on the ordinary chairs was uncomfortable in the end ! Maybe more comfortable seats would be a good idea 🙂

How did you feel?

Well looked after

What was good?

From my arrival to departure the quality of service from all the staff was excellent, I was made to feel welcome and comfortable in what was a traumatic time for me. The care given is a credit to the department.

What could be improved?

When the building work is completed.

How did you feel?

Valued.

What was good?

I cannot thank Sarah enough for the incredible support she gave to both my mum and me during one of the most difficult times in our lives. When we reached crisis point caring for my dad, who has dementia, Sarah went above and beyond to support our whole family.
She was an outstanding advocate for us as carers when we were experiencing burnout. Sarah was always supportive, available whenever we needed her, and regularly checked in on us to make sure we were coping during particularly difficult periods. Knowing she was there made us feel far less alone.
Her knowledge of the services and support available for both my dad and our family was exceptional, and she guided us through options we would never have known about otherwise.
Having access to this service was invaluable when my mum and I were feeling overwhelmed and vulnerable. Sarah's compassion, professionalism, and dedication made an enormous difference to our family, and we will always be grateful for everything she did for us.

What could be improved?

Nothing

How did you feel?

Looking back, I realise just how overwhelmed, exhausted, and vulnerable my mum and I were while caring for my dad. There were times when we felt lost, emotionally drained, and unsure where to turn. The stress of watching someone you love live with dementia, while trying to cope as carers, was incredibly difficult.
Having Sarah by our side made us feel heard, understood, and supported when we needed it most. She gave us reassurance during some of our darkest moments and helped us feel less alone. Knowing there was someone who genuinely cared about our wellbeing and understood what we were going through lifted a huge weight from our shoulders.
I will always be grateful for the kindness, compassion, and unwavering support she showed us. She made a lasting difference to our lives at a time when we needed it more than ever.

What was good?

I had a hysteroscopy and polypectomy on August 1st. From the very first moment I was put totally at ease by the four people involved. Everything was explained in detail before anything was done and as the procedure progressed. I arrived at the hospital very anxious and was made to feel comfortable throughout the whole time I was with the team. Thank you Miss L. Verity, Nicola, Helena and Soma for you kindness, professional expertise and thoughtfulness.

What could be improved?

It was a Saturday and the reception was closed so there was nobody to check me in. It made me feel unsure if anything was going to happen. I would like to have been able to tell somebody I was there. My husband and I were the only folks waiting. He found a button and pressed it and we were answered, from the end of a long corridor and asked to wait in the waiting room. Everything from then on was very very good.

How did you feel?

I felt really cared for throughout. I felt respected and treated with dignity. I was so pleased that the team were all female when such an intimate procedure was taking place. Thank you.

What was good?

I was given a cancellation appointment for a hysteroscopy/polypectomy which was great, but I was a little nervous, not sure what to expect but the lady ,Sue I think, who saw me first was very lovely, and chatty and put me at ease.
The team were all really reassuring, talked me through everything that was going to happen and happening, and just kept chatting and distracting me as it was quite an uncomfortable procedure.
Thanks to Tom, Sue, Chris and Helena.

What could be improved?

The reception was shut when I arrived, so I was a little concerned I was going to be left.

How did you feel?

Quite nervous, but was reassured.

What was good?

You have helped me with treatment for skin cancer on my leg. I have had two treatment sessions. All the staff who dealt with me were kind and professional. My special thanks go to Sharon who cared for me on both occasions. Many, many thanks for her kindness and support which I very much appreciated.

What could be improved?

Nothing at all

How did you feel?

Fully supported

What was good?

I had a biopsy yesterday and team were very kind and professional

What could be improved?

All good

How did you feel?

I felt confident I was in safe hands

What was good?

Appointment on time and the staff were absolutely amazing and looked after me well couldn’t wish for better treatment

What could be improved?

Nothing

How did you feel?

Comfortable and well looked after

What was good?

My whole experience was superb, the staff made you feel so calm and relaxed, they were very thorough with everything, all I can say is “outstanding “

What could be improved?

Nothing could be improved in my eyes

How did you feel?

I was very nervous, but the staff made me feel so much better, they were so reassuring

What was good?

I was in for Botox on my bladder with Miss Loan. The whole team were so warm and welcoming and they make the whole experience calm and relaxed. Very caring and explain everything they do and always check in to see if I am ok. Cannot praise them enough

What could be improved?

Nothing at all except more regular appointments available when needed

How did you feel?

Comfortable and confident in my procedure

What was good?

I had a hysteroscopy today. Unfortunately for me, having got information from the Internet ( I wish I had restricted my reading to the info from the hospital) my algorithm then went on to find any articles or on line forum chat about this procedure and spat it out onto my Facebook and Google news feed. The stories were mainly horrific with people labelling the day patient treatment as barbaric. One newspaper published a completely unhinging article about a lady who endured crippling pain and who ended up with PTSD. I arrived with the highest anxiety and fear I have experienced in a long time. The team ( Jo, Helena, Yvonne and Ally) were amazing. They Narrated everything and were caring, friendly and understanding. I couldn't have wished for better or more dignified treatment and I am very grateful for the clear explanation and feed back. I nearly broke the hand of the team member who held mine at my request during the procedure so I apologise for that! I would give the team 5 stars on Trip Adviser although I hope not to be back!

What could be improved?

I can't think of a way to improve other than a tough foam squidgy to replace a squeezy hand!.

How did you feel?

I felt in safe hands

What was good?

Friendly, professional care from (I think!) Vasty and Greta throughout my appointment. And all the other staff I saw today.

What could be improved?

All good!

How did you feel?

Fine

What was good?

Team were lovely and looked after me well throughout my procedure.

How did you feel?

Good

What was good?

I had a hysteroscopy and polypectomy along with biopsies.
From the very start the staff were all amazing and helped me to feel a lot less anxious and more at ease.
I was treated with the utmost care, kindness and compassion by Alex , Chris, Sonia and Helena and I honestly could not of asked for a better team!

What could be improved?

Absolutely nothing the staff were absolutely wonderful

How did you feel?

I felt less anxious and more at ease and was no longer feeling like a rabbit caught in the headlights

What was good?

Staff were amazing made me feel at ease Alex Glover Helena , Sonia , Chris ... I had a Hysteroscopy .

What could be improved?

Nothing it was all handled well

How did you feel?

I felt at ease

What was good?

Excellent professional and respectful treatment via Ms L. Knapp & Her team with my appointment for an Ear punch biopsy/excision on Monday 15/06/26 at 08:30am.

Everyone was very welcoming on arrival and clearly and concisely explained what was going to happen with my procedure.

I felt very relaxed by the team and well cared for over and after the procedure.

So thanks very much to all. I have recently received a positive outcome with my further diagnosis.

What could be improved?

Nothing, staff were excellent and very friendly and caring. It always seem to be on my sporadic visits to RCH Treliske.

How did you feel?

Well cared for and very professional, I felt very relaxed about my procedure.

What was good?

I was very pleased to be offered my biopsy at short notice this morning. Reception was efficient and Chris and her team performed the biopsy in an efficient but friendly manner. I was kept well informed before and after the procedure.

What could be improved?

Nothing

How did you feel?

Fine

What was good?

All the staff were very polite helpful and professional. Thank you

What could be improved?

Suggest someone looks at the postal system. My appointment arrived in the post the day after. Good job I have the NHS app otherwise I would have missed it. Quite funny really, on the envelope it says 'missed appointments waste funds.

How did you feel?

Relaxed, no stress.

What was good?

Great service all round. I was examined quickly. Two problems found and treated by Kevin and Vasty with good humour.

What could be improved?

Nothing as far as I am concerned.

How did you feel?

Well looked after by all.

What was good?

My mother in law received excellent care during the consultation and during the procedure to remove two skin lesions. I told them she was a very nervous patient and could I please stay with her which they agreed. They were very kind, patient and gentle, very respectful.

What could be improved?

All the entrance doors were difficult to navigate pushing a wheelchair as not automatic.

How did you feel?

As my mother in-laws advocate I felt I was listed to very well so that they could give her the best care possible, they also communicated with her very well. They did their best to reassure her and make her feel safe.

What was good?

I had a large fibroid removed from my cervix. Mr Bishieri and his team were very kind and constantly checked I was okay throughout the procedure. They made an uncomfortable thing bearable. Thank you so much!

What could be improved?

No improvements needed

How did you feel?

I felt looked after and well cared for. They kindly brought me a cuppa whilst I relaxed afterwards.

What was good?

I would like to thank the staff at the Mermaid Centre from the receptionist and the HCA to the other staff who examined me and carried out a mammogram and scan. They were all polite, kind, and compassionate. I noticed their interaction with other outpatients and everyone's attitude seemed excellent.

What could be improved?

On my first visit the clinic was running very late (nearly 2 hours) which meant I didn't get to be scanned and had to wait another week for that, which wasn't ideal, but as an NHS staff member I do appreciate these things happen.

How did you feel?

I felt looked-after and that my concerns were taken seriously. I really appreciated the gentle and kind way I was dealt with by all the staff I saw during a situation where I was worried and anxious.

What was good?

I had a full bone scan which included a mild radioactive injection and a two hour wait for the scan. The injection was given after a short wait, the person giving the injection explained everything that was going on. When I returned to the department I only had a short wait. The scan was fully explained about what was going to happen and assurance.

What could be improved?

From the way I was dealt with I can see no area that could be improved.

How did you feel?

I felt fully informed and safe through out the scan. I cannot ask for more than that.
P.S. The URL written on the satisfaction card is no longer valid.

What was good?

First class treatment at all times

What could be improved?

Being updated to what was happening

How did you feel?

After initial admission not to bad

What was good?

the other patients in the ward with my mum

What could be improved?

some of the nurses working with her are really rude to her and it’s upsetting her

How did you feel?

angry.

What was good?

The only good thing were the people in the ward with my mum. The rest was awful

What could be improved?

The nurses attitudes towards the patients could be massively improved. my mum needed the Sara Steady to stand up from her wheelchair to the bed and one nurse didn’t even bother putting the brakes on!

How did you feel?

I feel angry

What was good?

From arriving to leaving the department all the staff were very efficient, friendly and kind, nothing seemed any trouble. My actual procedure was explained to me clearly and was performed pain free. I felt very comfortable through out.

What could be improved?

Just keep doing what your doing.

How did you feel?

I was nervous when I arrived but there was no need to worry, the staff soon make you feel relaxed.

What was good?

Advice given, steerage to where I need to go, confirmation that what I am doing is right or wrong, appreciation of feedback of my own experiences/findings in order to help others.
When I have been close to tears due to my dual caring role, it has been most reassuring to know that the Admiral Nursing service has ‘got my back’.

What could be improved?

Possibly the option of a face to face communication - a WhatsApp video call would suffice.

How did you feel?

Always feel better having spoken to the Admiral Nurse who has helped rationalised my thoughts.
Prior to our conversations my thoughts and concerns feel overwhelming - I feel reassured having spoken with my Admiral Nurse. Also it helps when it is the same Admiral Nurse, as she knows the history.

What was good?

I have spoken to Molly via telephone on a couple of occasions in the recent weeks. She consistently demonstrated a kind, prompt, professional, and caring manner when interacting with me. Her warm and compassionate approach helped me feel listened to, important, supported, and reassured, while her efficient manner ensured prompt and timely booking of appointments and ensuring follow up. I feel it is important to highlight the excellent experience I have had while liaising with her during a stressful time for me and I hope this is fed back to her. Thank you so much.

What was good?

Professional well organised and always smiling.

What could be improved?

Nothing apparent at the time of visit.

How did you feel?

Safe.

What was good?

was in for a procedure that I was very anxious about, but after I voiced my concerns, Steph (Physician Associate) put me completely at ease. She listened without being patronising or insincere, instead acknowledging and respecting my fears in a grounded, realistic, and down-to-earth way.
​She kept me talking throughout the procedure to keep my focus off the anxiety, handling everything with a rare blend of professionalism, empathy, and skill. She made the whole experience quick, painless, and remarkably pleasant.

What could be improved?

Entering the unit wasn't easy, and I found myself asking wandering staff to let me through security doors.

How did you feel?

See first response: Initially anxious but completely negated by the interpersonal skills of staff.

What was good?

The whole process was extremely efficient, the staff explained all aspects of my procedure with humour and kindness.

What could be improved?

No improvements needed as all excellent

How did you feel?

Welcoming, comfortable and really out at ease

What was good?

Fast service, nurses and doctors were brilliant, allowing me to have a biopsy taken within 15min of the concern being raised in a routine appointment. Nurses were quick, efficient and so friendly.

What could be improved?

Nothing

How did you feel?

At ease

What was good?

The whole process and procedure was excellent from start to finish

What could be improved?

Nothing

How did you feel?

Relaxed and confident in everyone’s abilities and skills

What was good?

The care has been good

What could be improved?

Nothing

How did you feel?

Feeling a lot better

What was good?

Warm and friendly, knowledgeable, helpful and informative. Exemplary!

What could be improved?

I just wish you were closer to home!

How did you feel?

Reassured and confident.

What was good?

Letizia was amazing, she is an absolute star and the ward is very lucky to have her. I had a very traumatic birth and went days without any sleep. She noticed I wasn't OK and saved my mental health. She brought me some food and juice and let other staff know I was struggling when I couldn't properly speak for myself. Please let her know how much of a difference she made to my stay.

What was good?

I can't thank the doctors, nurses and Dave the porter enough for the emergency care I received recently. Being 32 weeks pregnant and told to go to a&e was a nerve wracking experience, but as soon as I got there I was reassured during triage and thoroughly checked over. I stayed in over night, and was in for a long day the next day for various scans and monitoring. Everyone was so understanding of my needs and worries, I was really appreciative of the care I received. Especially arranging for obstetrics to come and check on baby. Special thanks to Dave the porter who was amazing and really helped me, I didn't have any visitors so he made sure to wait for me whilst I had scans, cheered me up and was so knowledgeable of every department in the hospital! He is amazing.

What could be improved?

Special thanks to Dave the porter who was amazing and really helped me

How did you feel?

I was scared, but felt like I was in the best care.

What was good?

Yes

What could be improved?

No

How did you feel?

Pain still but happy with the treatment

What was good?

VERY GOOD SERVICE ESPECIALLY ON A BUSY SUNDAY

What could be improved?

Nurses pay

How did you feel?

Came in to the hospital in agony, left in minimal pain after unplanned surgery

What was good?

Being able to speak to the same person - Jo, and her finding out information from our previous phone call to pass on on our next phone call. Also arranging a time that was best for me, as I don’t have a huge amount of flexibility due to my caring roles. Jo also made me feel like my concerns and worries were validated and didn’t just brush them off, I got very emotional a couple of times while talking to Jo and she was very good with me.

What could be improved?

Personally, I think it would be beneficial to always be able to have a phone call, and not having a set amount of calls and then being discharged, I understand that I was very lucky to be able to receive the support via the phone calls, but the role of a carer is constant and the guilt that comes with being a carer and feeling like you are not doing enough, as in when you are at home, you feel like you should be up doing your caring role and when you are there doing your caring you feel like you should be at home.

How did you feel?

I was very emotional on our first telephone call as I’d had a particular hard day with my mum and it was lovely to speak to someone who was able to understand what I was going through and offer some words and advice, but also telling me that I was doing a great job (even though I didn’t agree that I was), and that I was the best person for being an advocate for mum as I know her best and I know what she would want as she is now not able to use her voice. It was nice knowing that whatever I did say to Jo I wasn’t being judged for either

What was good?

Everything nurses , doctors and all other health care workers kind helpful you are well looked after

What could be improved?

It is good as it is no changes need

How did you feel?

Safe and relaxed very well care for

What was good?

Quickly put at ease and the process was quickly explained to me. The procedure was done quickly and without any delay.

What was good?

The staff were very helpful, polite and kind.

What could be improved?

The temperature on the ward was excessive and the lack of good ventilation/air conditioning was extremely obvious.

How did you feel?

While I don't think I came away with a perfect understanding of everything I did leave feeling reassured and hopeful after an initially very painful admission. I feel reassured to know that a follow up is scheduled for me with the appropriate specialty, where I hope I will be able to ask more questions.

What was good?

They're meticulous, efficient and very caring. They all treated me with kindness Katie J,Philippa and Lisa B are best team ever
Many thanks truro

What could be improved?

No improvement needed

How did you feel?

Reassured safe in good hands

What was good?

Ultra modern unit, great staff, exceptional care. I was genuinely staggered by how good it was.

What could be improved?

Nothing

How did you feel?

Great

What was good?

Very kind, explained procedure, always asking if I was ok. Felt safe.

How did you feel?

Felt safe and staff always checking on me.

What was good?

Kind and considerate staff. Explained what was happening during the procedure

What could be improved?

Nothing

How did you feel?

Painful procedure, but made easier by kind staff assisting and Miss Verity explaining exactly what was happening throughout

What was good?

The welcoming from the receptionist, every single member of staff were professional and very polite and reassured me through out .

What could be improved?

N/A

How did you feel?

I was made to feel reassured by every single member of staff

What was good?

Minimal waiting. Kind, friendly and helpful staff.

What could be improved?

Availability of drinking water, especially on hot days. Although we did bring our own.

How did you feel?

I attended an appointment with my mother as her medical advocate. I felt that our questions were listened to, answered thoroughly and acted upon.

What was good?

Mr Ahmed, Registrar Orthopaedics and his team plus anaesthetists plus anaesthetist nurse on Thursday 7th July evening everyone was excellent a well organised operation couldn’t be better lovable people to a complete stranger. Also like to thank the night staff,Katie and Edward , for taking care of me through the night. Also the day staff, in particular Sree,for their care and attention.

What could be improved?

All good experience

How did you feel?

Very pleased with level of care from the NHS Trust . Not to forget Robyn the nurse at Bodmin Centre who noticed the problem and sent pictures onto Truro for assessment. Without her attention to detail it could have been a different story.

What was good?

There were caring,supportive and professional would not hesitate to come back to this department again

What could be improved?

Nothing

How did you feel?

Care was to an impeccable standard so felling fine now

What was good?

Excellent service throughout

What could be improved?

Nothing

How did you feel?

Well treated

What was good?

The courtesy i received while having a procedure was second to non. Mr Hogan and Nicola worked well as a team, protecting my dignity at all times. Making me feel safe in their care.

What could be improved?

Nothing about the way I was treated could have been improved upon

How did you feel?

I feel fine

What was good?

From the moment I checked in the whole team were kind & professional

What could be improved?

Nothing!

How did you feel?

I was treated with nothing but kindness by Sarah & her team. Although I was wary of having a hysteroscopy Chris immediately put me at ease. Explanations of the procedure & aftercare were clear & concise. I was never left to feel embarrassed and was carried out with the upmost care & professionalism. Thank you

What was good?

From the receptionist to the Consultant the service was excellent. The site is spotless and the staff are so friendly. I even got a hug. When you have a scary procedure you need to feel reassurance and calmness. I recieved 100% kindness and professionalism.
Thank you so much. The procedure was smooth and apart from the LA it was painless.
Thank you so much
Regards
Jo-Anne

What could be improved?

Nothing.

How did you feel?

Scared when I came and relieved when I left.
The service and atmosphere was calming and relaxing. I camexout feeling better than I went it. Professional service throughout.

What was good?

Vasty and Greta were fantastic - removed couple of skin lesions. Calming, relaxed, reassuring and with a smile-while remaining very professional. Very efficient service having had a great consultation with K Bohill first

What could be improved?

Nothing

How did you feel?

Relaxed, looked after

What was good?

I was seen on time. Everything was carefully explained and all my questions were answered - couldn't ask for anything more.

What could be improved?

Nothing I can think of

How did you feel?

I felt fine

What was good?

Helpful, knowledgeable, professional

What could be improved?

Perhaps spread the contacts over a longer period

How did you feel?

Supported

What was good?

Friendly and helpful staff, nothing was too much trouble. All helped put me at ease and contributed to my healing.

What could be improved?

More beds more space.

How did you feel?

Happy and very grateful 🙏

What was good?

I visited dermatology today and I had the most efficient service. Katie and her team today were just so reassuring and put me at ease as she checked me out as I had had a viral wort she said, but it had fallen off. I said I feel a fraud as it has gone, but they all said to never feel like that and to always come along and get things checked out. Katie was very thorough and explained everything she was going to do, she checked it out and said she was going to freeze what was left and explained further everything I needed to know and I felt so much at ease. I was just so grateful for their kind and caring attitude whilst I was there, I could not fault any part of the service. Also they were very supportive because of my concerns and my sister was also able to come in with me.

What could be improved?

Nothing just a wonderful service

How did you feel?

I felt extremely relaxed throughout my whole appointment and was put at ease and I felt if I had any concerns I could of asked, but I was totally reassured and felt very comfortable indeed.

What was good?

Kobi completed my admission paperwork, observations and inserted my cannula. He was friendly, professional and reassuring. My cannula insertion was painless. He left me to change and came back to tie my gown. He made me feel at ease.

Once in the clinic room my ID was triple checked. The safety checklist was used.

Ralph Lauren received me into recovery and was warm, attentive and efficient.
I greatly appreciated a drink and some biscuits.

What could be improved?

When I went into the clinic room I was briefly told the names of the members of staff in the room, but was not told their roles. They did not attempt to communicate with me during the procedure and had private discussions - namely about children’s orthodontic services/lack of. One of the nurses said she should just rip her child’s braces off herself. I could hear them commenting on another patient who was gagging in an adjacent room.

I had declined sedation and was using gas and air. During the examination I began to experience intense pain and I believe my bowel went into spasm. I feel like I began to lose consciousness. At this point I could hear one of the nurses saying ‘stop, go back’. Zippy was calling my name and they administered some buscopan.

When the procedure was finished they began to clear down the room, without making any further communication.

I am a registered nurse and I was scared during this procedure, despite having been through one before and having observed several as a student many years ago.

How did you feel?

I was scared. I felt like the staff completing my procedure have become complacent. This is an intimate, vulnerable procedure and more time needs to be given to support the patient. Private conversations should not be held in the clinic space with a patient present. I am concerned that there was no mention of the spasm on my discharge paperwork and that no one took the time to discuss it with me once the procedure was completed.

What was good?

The care, support and explanation of what the hysteroscopy involved were first class.

How did you feel?

Although anxious beforehand, the whole process was carried out with such care and professionalism - that the concerns soon disappeared. The clarity and thoroughness of both what was to happen, and on-going explanation during the process were amazing. Although painful,
I was made aware of this beforehand so was prepared, both literally as I'd taken painkillers and also psychologically as I understood what and why it was occurring. Finally, I came away with very clear next steps on my discharge summary and knew this was also being passed on to my GP. I really couldn't praise the staff enough. Thank you.

What was good?

I went expecting a long wait but was in and out in an hour.

What could be improved?

Nothing

How did you feel?

Reassured and listened to.

What was good?

I was dreading having to go to ED at 21.00 hrs on a weekday evening. The GP had sent me in following a call that had been promised for late afternoon. He had sent me the referral info which I passed on to ED reception. The nurse took me straight up to AMU where I was put on a trolley in the area with 6 beds. Although the staff were really busy I was admitted, & had obs & bloods done really quickly. I was looked after by Peter & Debby. I was NBM initially as I was booked for an OGD the following day. In the morning. In the morning the Parkinson’s Nurse came to see me to check my medication. The Frailty Nurse also touched base. Then I was seen by the Consultant who obviously had a comprehensive awareness of my case. She went through everything clearly & formulated a plan for my care. I was discharged with the medication I needed & a discharge letter for my GP. They told me that I would be under the care of Virtual Ward & that I would need more bloods within 48 hrs.

What could be improved?

Nothing.

How did you feel?

All the staff that I had an interaction with were really professional, introducing themselves to me and remembering that I use my middle name, when addressing me. They checked my id every time I had a a treatment. I felt really sate & was confident that all the staff were interested in me & would know what to do if my condition got worse. One of the Sisters discharged me, making sure I had my medication & discharge letter. She even sorted out a wheelchair which we were very grateful for.

The whole experience which could left me scared & vulnerable was actually the opposite. I had complete confidence in the team looking after me.

What was good?

Excellent surgeon Dr Kashif. Felt nothing. Explained what he was going. Surgical team friendly efficient and reassuring. Highly recommend St Austell Hub for this op. Reception staff and recovery nurses also friendly calm and helpful. Couldn't fault the service.

What could be improved?

The length of waiting time?

How did you feel?

Reassured and impressed with the experience.

What was good?

Excellent experience. The team (Terri, Niki and Abi) were lovely. Friendly, caring and informative and the procedure (mole excision) was pain free.

What could be improved?

It was all excellent thank you

How did you feel?

I was completely at ease with the whole process

What was good?

I spent 12 days on the ward and every single day I received wonderful care from the whole team. Nothing was too much trouble despite the staff working tirelessly.

What could be improved?

The only thing for me was despite a choice and definitely never going hungry I felt the food options were very carb heavy.

How did you feel?

I’m leaving feeling so much better than when I arrived thanks to the care. Every procedure has been well communicated so felt very involved with my recovery.

What was good?

The staff, from the people who delivered our food to the very professional nursing staff, were amazing. It made me feel important and valued. The OT team and Physio team were wonderful. Listening to my worries and concerns and working around them.

What could be improved?

The ward was very hot. A fan or air con would have made it more comfortable.

How did you feel?

There was only one consultant who at time made me feel uncomfortable with his manner and how he responded to other patients. Little confidentiality.
Apart from this, I felt happy on the word.

What was good?

From the warmly greeting at the Reception to all the nurses and the doctors who assessed me for my cataract operation to recovering with a lovely cup of tea & biscuits and wonderful caring professional staff who went that extra mile. Must not forget the young domestic male who was working hard but still had time to chat with a smile. 💯 % ++ to One and All. Thank you!

What could be improved?

Keep up the excellent work you’re doing now.

How did you feel?

Felt a little sleepy nervous and anxious however with the wonderful caring staff soon helped me to reduce my issues.

What was good?

Everyone I encountered were so lovely & friendly.
A big thank you to Terri who did my procedure which was painless, also to Dr Nafiseh, Niki & Abi. You were all amazing so friendly & professional, Caring, compassionate & kept everything light & jovial. A credit to RCHT

What could be improved?

Nothing, amazing teamwork

How did you feel?

I felt very relaxed & safe, I couldn't gave had better care.

What was good?

Lovely friendly staff, when I was actually seen.

What could be improved?

Quicker referral, as a pregnant patient that was just told my platelets were low it was quite worrying to be left without an actual appointment. My midwife didn’t have much information for me, which of course led me to google which is full of horror stories.

The waiting room at haematology is very very cancer focused, pretty much every poster was about cancer support groups etc. I understand blood cancers etc however it was quite daunting sitting in the waiting room before my first appointment before anyone had told me what was wrong with me.

My final appointment to check bloods post partum, haematology asked me to go the mermaid centre first to get bloods taken. This was quite traumatic, no one explained why I was being sent there and after losing my mum to cancer and had taken her to appointments at the mermaid centre I was quite worried. I found out afterwards this was due to there not being an phlebotomist available in haematology that day.

All appointment were also late, which wasn’t helpful when I had school runs etc to do.

How did you feel?

As a pregnant anxious patient, I felt worried, as a patient that had lost their mum to cancer it was quite traumatic.

All that needed to be done is explain why I was being sent to another department and I really do think the waiting room needs re thinking. Even if you had blood cancer, do you really want to be sat in a room full of posters about it? A small notice board would be more beneficial I feel.

What was good?

I attended the surgical hub at St Austell Community Hospital for cataract surgery . From entering the hospital I was so impressed with the beautiful and well cared for grounds .The department itself was spotlessly clean and welcoming, All of the staff were efficient, professional and friendly . I couldn’t rate my experience highly enough . Gold standard service ! thank you

What could be improved?

I couldn’t suggest any improvements

How did you feel?

I felt extremely well cared for . Communication was excellent & the staff could not do enough for me .

What was good?

Not a lot, the dietitian was condescending and rude

What could be improved?

The dietitian I spoke to needs to work on her people skills. I understand conversations surrounding weight is difficult but she was rude and condescending and didn’t actually want to listen to me, just judge me.

How did you feel?

I came away from the appointment feeling awful. I was made to feel like a child that was being judged for eating too much, without actually being asked my portion sizes, and if I have anymore dietitians appointment, I don’t want her to talk to me.

What was good?

The communication and care given from
The staff particularly Nurse Maria and student Nurse Charlotte. They are a credit to the service

What could be improved?

Nothing at all best service anyone could wish for

How did you feel?

Felt very reassured, being listened to and cared for despite the unit being very busy

What was good?

The doctor was excellent with my disabled son. Receptionist and greeter whete very polite

What could be improved?

Not a thing

How did you feel?

Relaxed and cared for

What was good?

The staff were a good team, all women who worked very well together. Everything was explained clearly. I was very well cared for. The procedure was uncomfortable but it did not last long and was easily bearable, in such a supportive environment.

What could be improved?

Nothing

How did you feel?

Discomfort during the procedure, some bleeding after but manageable. Didn't need to take any painkillers the next day as I felt fine

What was good?

I want to thank the ambulance crew that looked after my mum Geraldine on Monday the 6th July
They made her feel so safe and help explain everything to her as she has had a stroke she can not speak well or communicate properly
They made her feel so safe and I’m not sure who the female member of the team was but her smile could have lit up the darkest room she kept us all calm and smiling

What could be improved?

Nothing

How did you feel?

I felt like my mum was in the best of hands

What was good?

The nurses and staff were very caring and efficient.

What could be improved?

I was in WARD A and one of the doors made a very loud bang every time someone came in or out. I has trouble sleeping after my operation because of it. I did mention it to several nurses and they said they would report it but doubted if it would be fixed in a hurry.

How did you feel?

I was in a lot of pain before my operation but much improved after my surgery.

What was good?

Recently whilst down in Cornwall at my step son’s wedding, I had a fall and was taken to the AE department late evening. On arrival at the reception the staff could see how much pain I was in, once my details were to given by myself/ wife they took me straight through into a bay where I had morphine. This wasnt working for the pain so after short time I was taken round to resus. I needed to be sedated so my shoulder could be put back into position.. my story is lengthy as we were in the resus bay all night. However, my wife and I would like to thank Dr Mo, Staff nurse Harriett and Chloe there were others, whose names we didn’t get. Due to my lengthy stay Harriett gave my wife and myself a continental breakfast, also Harriett rang around for a taxi so we could get back to our holiday cottage, near Penzance. My wife and myself, would like to thank all of the staff in the emergency department. From Ron and Karen

What could be improved?

Nothing at all

How did you feel?

Although I was in a lot of pain, all staff were very supportive keeping me and my wife informed of what was going to take place, and what procedures they needed to do.

What was good?

Brilliant service

What could be improved?

Nothing fantastic service

How did you feel?

Safe and welcome

What was good?

From the moment I was admitted to ED the staff were very friendly, helpful, professional and warm. They readily answered my questions and were very kind in responding to any of my requests. I have nothing but admiration for them . Thank you so much.

What could be improved?

The wait times

How did you feel?

I was relieved to be in hospital and to feel safe among caring professionals.

What was good?

From the moment I was admitted to the surgical unit the staff were very friendly, helpful, professional and warm. They readily answered my questions and were very kind in responding to any of my requests. I particularly want to express my appreciation to Dr Buckland who, in spite of also being very busy, he very kindly gave me alot of time, discussing my concerns in full and answered my many questions in a very supportive manner. I have nothing but admiration for him and the rest of the staff. Thank you so much

What could be improved?

The wait times

How did you feel?

It was such a positive experience to feel so listened to and affirmed during my contact with the staff. I felt like I really mattered to them, and that they really cared.

What was good?

Everyone was very nice, kind and professional. I felt cared for

What could be improved?

I was given no notice ahead of my procedure that it would limit my movements for up to two weeks.

This meant at short notice I had to cancel work - I’m a self employed plumber, which means directly losing money and I’m not able to claim sick pay.

I also had to cancel sports activities at short notice, and can’t use my health club for a fortnight, which equates to a financial loss of £60.

I also had to cancel physio which I’m having at Falmouth hospital for my back. And because I can’t stretch this is potentially going to put my back healing backwards.

Additionally because I had local anaesthetic my drivers insurance was affected, although I had driven myself to hospital and had no way to arrange anyone to collect my vehicle.

How did you feel?

Stressed, let down, confused, upset,

What was good?

The clinic is clean and appears well organised. The staff I met were very friendly, helpful and professional. I was seen promptly, listened to, and given reassuring advice, with the offer of follow up care if needed.

How did you feel?

I felt the staff listened to me and gave me time to raise my concerns. I felt safe and confident in their care. I felt that the professional I saw was proactive.

What was good?

All of it: the nurses and doctors, the surgical team and reception

What could be improved?

Nothing

How did you feel?

Relaxed

What was good?

The service provided was so wonderful. All the staff were amazing and helpful. Everyone explained everything extremely well and there was great care and attention given. Emma, Lore and Nikki on the dermatology ward were fantastic.

How did you feel?

Very well taken care of. Everything explained very well. Procedure was efficient without feeling rushed.

What was good?

My appointment was 2/7 - hysterocopy with Tom and his team. The staff were lovely, friendly and reassuring. The were consistent with explaining next steps and offering support and guidance when needed. They made me feel at ease throughout the whole thing

What could be improved?

Nothing they were all amazing!

How did you feel?

Nervous and anxious at first then relaxed as they went though everything

What was good?

Kindness, empathy and compassion from all the staff Jo, Clarinda, Amanda and Sue. I was really worried but they took their time to explain what was going to happen. I felt my questions were answered fully and I left knowing what the next stage of the plan was. I also had excellent care when I had my ultrasound and MRI. All staff have been wonderful.

What could be improved?

I have had first class treatment so would not wish for anything different.

How did you feel?

I was worried and scared when I walked into the department. However I was met with kindness and everything was explained clearly with time to process the information. It made me feel I was in good hands and I would be ok.

What was good?

Friday 3 July had 3 biopsies with Vasty and Janet, they were very professional, described all that was happening and made me feel very comfortable. Nothing was to much trouble

What could be improved?

Nothing

How did you feel?

I felt that I was told everything about what was going to happen.

What was good?

The staff were amazing and attention to detail. Flavia the deputy sister was incredible

What could be improved?

Nothing, the care was second to none

How did you feel?

Very well taken care of

What was good?

The staff were very friendly

What could be improved?

The wait time was absolutely ridiculous. I waited 5 hours and had to go home as I couldn't take it anymore. The staff then told me this was good as it usually surpasses 9 hours.

How did you feel?

Awful. Alone. Desperate for help like I could have died waiting for help.

What was good?

My daughter was admitted with acute appendicitis at the beginning of June. From the moment we walked into the A&E department where Annie looked after her, through the diagnostic process and finally the operation itself, we just wanted to thank you all so much for the wonderful care that she received. In particular we would like to thank the nurses (Memory, Precious and Connie), Sally the Anaesthetist, Amy and Lauren in surgery and Stephen in Recovery.

How did you feel?

My daughter felt listened to. She felt her symptoms were taken seriously, and everyone showed her extreme kindness and understanding throughout this episode. We would both like to thank you for everything you did for her.

What was good?

All the staff were brilliant and put me at ease

How did you feel?

So much better

What was good?

Greeted and taken good care of all the way through the procedure, at all levels the treatment and staff were excellent.

What could be improved?

Maybe appointment time spread rather than all arriving at same time,
Although I'm sure you have your reasons for this way of doing it.

How did you feel?

Felt good and at ease through the whole procedure.

What was good?

When I arrived, I was quite nervous. The whole team was amazing and so kind! They made me feel at ease and just happy to speak to me. This was the best experience I have had; they all have been fantastic! From the receptionist to the nurses, anaesthetists and surgeon just amazing.

What could be improved?

Nothing that I can think of

How did you feel?

At ease, well listened to and comforted

What was good?

I was admitted to A&E via ambulance after a nasty fall in Portscatho. You were really busy but brought my wife through to me as soon as she arrived in the car. I was assessed quickly, having had a suspected cardiac event and with a head wound. It was clear that A&E staff are working closely with the Paramedic teams. I returned to an ambulance to be monitored and cared for by the Paramedics until a bed became available. A battery of diagnostic tests were done and the medics decided to keep me in overnight. I was transferred to the Same Day Assessment Ward prior to discharge. Everyone we met was kind and skilful; they were mindful that both my wife and I were badly shaken by the event. We were impressed by staff who made time to explain what was going on in terms we could understand. Please pass on our grateful thanks.

What could be improved?

We were in the ambulances and hospital for some hours. Staff did there best to ensure we had water and cups of tea or coffee to drink. My wife went to the cafe in the Eye Hospital at 4pm to find there were just a few packs of sandwiches left in a vending machine. Admittedly it was a Saturday but some additional opportunity for refreshments(other than crisps or chocolate bars!) would have been welcome.

How did you feel?

Initially very shocked and shaken but reassured by the kindness and good sense of the paramedics and then the compassion and good humour of very busy hospital staff. Thank you.

What was good?

I was expected, welcomed and dealt with at all levels and times is an entirely warm and professional manner. My details and treatment required were checked at every stage giving me confidence in the system and personnel treating me.

What could be improved?

Maybe a drink and snack vending machine would be a useful addition for patients spending half a day on the premises however we were advised to bring food and drink pre arrival.

How did you feel?

Respected and safe.

What was good?

I want to give my heartfelt thanks to all the staff I encountered at my appointment on 30/6/26, including Amy, Elizabeth, Kayleigh, Mira, Nicky, Danielle, Steph and Ross, as well as another person in the anaesthetic room who I wasn't able to catch their name. Everyone was so kind, caring and compassionate, they made the experience bright and light hearted while still providing the answers to worries I had and put my mind at ease. What a great team they were and a credit to the surgical hub. I wanted you to know the great impact you had, and how reassured and less anxious I feel about future care I may need in my lifetime.

What could be improved?

Nothing

How did you feel?

Valued and my feelings understood without me needing to state that I was nervous.

What was good?

I had an operation today. The staff were very welcoming, incredibly friendly and obliging. They were informative and took good care of me. I was very impressed and would like to pass on my thanks to them.

What could be improved?

Nothing, it was perfect.

How did you feel?

I felt relaxed and not anxious. They settled my nerves and I felt very comfortable with how they looked after me.

What was good?

Absolutely everything, all the staff where friendly, polite, professional and kept me updated throughout the day this was from booking in with reception right through to recovery, the building was clean and tidy, well ventilated.

What could be improved?

Nothing

How did you feel?

Happy that I was offered to have my operation at St Austell Surgical Hub as I live close by, this made it much less stressful for the day as no long distance traveling to and from home. I would be happy to have further treatment here if I needed it in the future.

What was good?

The care I received today in the department from first of all Carolina and then Nica Joy was extremely good . Both were patient, professional and thorough. It was a very positive experience and i didn’t feel as though they rushed through it . Both nurses were kind and efficient

What could be improved?

As far as i am concerned the service could not be improved

How did you feel?

I felt well informed , confident and comfortable

What was good?

Very clean, tidy and professionally run unit. From the receptionist, nurses, to the Anesthetist and surgeons, the whole team were professional and friendly. Felt that I was in a top private hospital.

What could be improved?

Maybe this is the way forward for the NHS.
Smaller local surgical hubs rather than large hospitals.

How did you feel?

I felt secure, safe and in good hands from start to finish. Thankyou.

What was good?

Tracy OT was super helpful, patient and a great listener. She helped me to carry on living my best life. I’m grateful for the support today.

What could be improved?

It has taken months and months for this appointment.

How did you feel?

I cried. She helped me through how I’m feeling around my diagnosis. Shes empathetic.

What was good?

My son was seen April 25th 2006 after an incident playing football... initially at a&e.. he had a scan was told no damage.. but fracture clinic wud see him.. been to the fracture clinic twice... we're now july... to be told by a specialist Mr rayner that my son is absolutely fine... he can hop jump etc... I demanded a mri scan... which he wasnt happy with as cost the nhs 500 pound...and on what ground did my son need one... because he knows his stuff and is a specialist for wome s football etc.. mri results have just come back confirming my son has done his Acl and need full reconstruction surgery.
.... you are missing things.. so i suggest u get some training in these areas, because you dont no as much as you think you do.

What could be improved?

If the mri scan was done sooner.. as 2 mths onwards more damage has occurred...

How did you feel?

Angry that I wasnt listened to.. crucial things are being missed.. and patients are suffering..

What was good?

All of the nurses were incredible. They comforted me and made sure I felt safe. One nurse in particular helped with some really challenging moments and really cared.

How did you feel?

I felt safe and listened to. Whenever I felt upset or down and unsure what was happening, the nurses always came and checked if I was okay. I was never made to feel rushed during the things that I found challenging.

What was good?

Every thing, great nurse and doctor very thorough

What could be improved?

Nothing

How did you feel?

Relaxed

What was good?

The level of care given once seen.

What could be improved?

More staff to cut down on very lengthy waiting times. The lack of security within a very busy waiting area where a drunk was staggering around nearly all of the time I was there was extremely worrying. People in wheelchairs and normal seating with injuries as yet untreated were visibly worried and feeling threatened by the presence of this individual. He was eventually escorted out by 3 security staff.

How did you feel?

Was admitted very early Mon 29th June with breathing issues and chest pain. The Doctor i saw was called Muhammad and made me feel completely relaxed. He arranged for lung scans and transfer to SDMA. A very big thanks to all of you in A&E, you work in a difficult environment and do so brilliantly. I was wearing a bright orange t-shirt!

What was good?

Sheer professionalism of all the staff,their warmth and friendliness. Thanks to the doctor called John who dealt with me.

What could be improved?

Excellent department, would be difficult to improve it.

How did you feel?

Was admitted with breathing difficulties and chest pain.Diagnosed with blood clots on both lungs and given meds to treat it.Mon 29th June.
Was wearing a very bright orange t-shirt. Thank you all for looking after me so very well.

What was good?

I want to record my gratitude to Thea , Pelvic Floor Physio, whose treatment has transformed my life. She is, without doubt, the most consummate medical professional I have ever met, using her physio skills & experience alongside a remarkable emotional intelligence, to treat my symptoms on both physical & a psychological levels. The result has been that I am now in control of so many more areas of my life, including my bladder- I am calmer, I sleep better, I have fewer stress headaches & I am no longer preoccupied with finding the next toilet! Thank you Thea.

What could be improved?

Give Physiotherapists far greater status within the NHS than they currently have. They can do SO much more than give you exercises!

How did you feel?

I felt ‘seen’, respected, cared for and understood.

What was good?

The care provided by the staff of the Lowen facility was outstanding. I was admitted early Thursday 25th June with high fever ( I am a Chemo patient). Continual monitoring and medication allowed me to be discharged on the Friday afternoon after a lovely fish and chips meal.

What could be improved?

Nothing

How did you feel?

I came in really poorly and went home fit and well.

What was good?

Everyone was helpful. Sandra, the EMP, was particularly kind and thoughtful. She explained everything clearly, was very professional and thorough in her approach and inspired confidence.

What could be improved?

Nothing

How did you feel?

Very reassured by my visit.

What was good?

We had a phone call the Nurse was lovely and she offered advice which we had already done, but was nice to know someone is there for us.

What could be improved?

I think this should have happened when mum was first diagnosed in 2022 not 4 years later.

How did you feel?

Yes ok

What was good?

Joe, Clarinda, Helena and Yvonne made the whole experience easy, they put me at ease throughout my procedure.
They really showed care and compassion. They were very good at explaining what was going and on and the next thing to happen!
Thank you to you all!

How did you feel?

I felt comfortable and reassured throughout.

What was good?

Outstanding care provided by the triage team. I was suffering from dehydration and the team were so kind, considerate and professional. The nurses were run off their feet but remained calm and unfazed - even though the building was very hot inside. The doctor who saw me was one of the kindest , most thorough o have ever been seen by . One couldn’t ask for a better care provider and Penzance lucky to have such a facility.

What could be improved?

Aircon for the staff and patients

How did you feel?

Confident I was in good hands and not panicking about getting worse anymore . The team were wonderful

What was good?

The consultation with Dr Hill was efficient and clear. The next steps in diagnosis were set out and we discussed appropriate types of procedure; I was asked if I would be willing to travel to another location to expedite treatment. I was also given opportunity to mention other conditions close to the site of the lesion examined.

Katie and assistants carrying our the biopsy on 23 June 2026, were very thorough and careful in all respects, for example: identity checking; information on the procedure, what to expect and on aftercare; ase well as the biopsy execution - area cleaning, local anaesthetic, biopsy itself and dressing application - all in a delicate and awkward location near the eye.

How did you feel?

I felt I was in the hands of a competent and supportive department and was very grateful for their attention.

What was good?

We visited A&E today and were looked after by a lovely nurse Sandra who made my daughters stay alot easier than it could of been, she was gentle, caring and informed us if everything that was happening.

What could be improved?

Nothing

How did you feel?

Really well looked after and listened to

What was good?

On the Friday, I underwent routine cataract surgery.
Saturday was magical, not only were things clearer, but the brightness and depth of colour was beautiful.
Over night, between Sat & Sun, I discovered that I was 1 of the statistical 3 in a million, with no preconditions, who woke up blind in the eye.
As you can imaging, I was totally, absolutely and utterly freaked out.
Between Sun and Wed I had to attend the eye clinic daily while a treatment plan was created,
I live alone, and my emotional and mental states were chaotic and unpredictable. I could not be admitted due to the non-availability of a bed and/or a finalised treatment plan.
During this period, the sheer amount of care and empathy that the nursing team poured over me, I believe 100%, was what enabled me to get some control back. I have to call out Steph, Laura, Ashley, Jommel and Marta. Thank you from the bottom of my heart.
This in turn cleared my mind, enough, to start gathering information from the brilliant consultants and doctors, especially Mr Haynes and Dr De Rosa, whom I saw.
By the time I was admitted on the Wed, I was, as far as I'm concerned, 95% together mentally and emotionally and was able to commence treatment with a very positive mind set.
While I was in your care, I had to visit the EU almost daily, while the staff continued to support, encourage and just generally emotionally spoilt me :-)))))
If I've lost vision totally, C'est la vie. I’ll deal with it.
If I get any back, that's a bonus.
I would not be where I am now without your team.

How did you feel?

With the exception of one person, I felt totally immersed in a invisible cloud of love, care and empathy.

What was good?

I really had no idea what to expect when I was admitted from O/P.
What I found was a team of very highly professional people, overflowing with care, empathy, and dare I say it, love.
If I had to award a rating of 0 - 10 stars, I would have to give 20 stars.
My sincere thanks to Helen, Amy, DJ, Leah, Ann and ALL the rest of the team.

What could be improved?

I say no more! See above.

How did you feel?

Pampered; gently bossed around; cared for.

What was good?

Not much laughs on the ward with the nurses

What could be improved?

Majority of all services provided from surgery operation to bed cleaning ect

How did you feel?

I came in to bane limpoma removed and when they were removing it they cut threw my
Blood vessel witch cause a Haematoma and so I need
Further surgery

What was good?

The speed at which my little boy was seen from arriving to being discharged was incredible.
We are in Cornwall on holiday for the week and our little boy had a raging temperature along with other worrying symptoms. We arrived at 6:30pm and were out by 8:20pm.

Every doctor, HCA and nurse we saw was kind and not dismissive of my worries. They were patient with my boy when he was too upset to be examined.

All of this in the hot weather currently here, exceptional care.

What could be improved?

NA

How did you feel?

Grateful and happy that my little boy has been looked after so well

What was good?

The nurse accompanying me all the way was so kind and lovely with me, she supported me and held my hand through the whole process and checked I was okay at all times

What could be improved?

The waiting time was a bit long

How did you feel?

Heard and comfortable.

What was good?

After being emitted to hospital due to appendicitis the emergency surgical unit were very helpful and reassuring. I have been dealt with great care and the responsiveness from the team has been great. Everyone was very helpful and supportive.

What could be improved?

Due to it being busy when I came it took a while to get into surgery but that was understandable and I was made sure I was comfortable by the team in the meantime.

How did you feel?

I wasn't as worried as I thought I would be mainly due to the comforting team of people helping me. Overall I was kept relaxed and felt safe enough to sleep for long periods of time.

What was good?

13 days ago I had a lesion on my arm removed and the stitches needed removal. The previous day attempts at removal at my doctor's surgery were unsuccessful. I was referred to dermatology at Treliske. Nurses Vasty and Philippa did the stitch removal successfully and without excessive pain. Many thanks to them. All done with good grace.

What could be improved?

All was good. Prompt, good natured service.

How did you feel?

A little concerned that some part of the thread would not be removed. But, all was after careful manipulation.

What was good?

Katie J, Niki, Lore, Wendy - great teamwork, nice chatting between the serious bits, you put me at ease and treating me like a person, you were all fab, thank you

What could be improved?

Na

How did you feel?

See above

What was good?

Sarah and Ally were both absolutely amazing and I am so grateful for them. As a staff member in the hospital I felt vulnerable in the situation but Ally and Sarah made my worries about it ease.

What could be improved?

Nothing

How did you feel?

I felt very nervous going into the appointment but Sarah and Ally instantly made me feel at ease. They were incredibly patient with me and took their time to make sure that I was as comfortable as I could be throughout the procedure. I have a lot of trauma with medical procedures but under Ally and Sarah’s care I felt safe and feel they have helped me take a step towards overcoming the trauma.

What was good?

Diagnosis and biopsy in one trip, kind, competent staff

What could be improved?

Nothing

How did you feel?

Safe, welcomed, talked to as an adult, made at ease

What was good?

Every staff member I spoke to was absolutely amazing (extra shout out to Charlene). I was incredibly nervous for my procedure and have had negative past experiences in medical settings. Every staff member I spoke to was so lovely, patient, and willing to answer all of my questions. They even believed me about my allergies and did not give me drugs I am allergic to.

What could be improved?

I knew I had been referred to gastroenterology by my GP but after that, the process was very fast, a little confusing, and I received various bit of information in the wrong order without enough time to actually contact the department to ask questions.

How did you feel?

I arrived feeling extremely anxious but thanks to staff, I left feeling much more relieved and well cared for.

What was good?

Great experience all three staff were lovely and friendly putting me at ease and carrying out my treatment quickly and efficiently
I would certainly recommend having a procedure done in this department without any worries

What could be improved?

Nothing have no complaints at all

How did you feel?

Well looked after and everything well explained to me

What was good?

Sarah and Ally were really friendly and made me feel very comfortable throughout my appointment. They were quick and efficient.

What could be improved?

No improvement

How did you feel?

I was a bit anxious about the procedure but they put me at ease. I had an unpleasant experience when having the coil out at the surgery no fault of their own they didn’t have the right equipment. In a bit of discomfort after which was expected. Given after care advice and contact number if needed. In really good hands.

What was good?

The nurses Sarah and Ally were exceptional, they were both so friendly, understanding and caring.

What could be improved?

Nothing

How did you feel?

Cared for and fully informed

What was good?

The staff were brilliant, I got slotted in for. Biopsy and had it done within 2 hours of my initial appointment, where I was treated for Bowens. Brilliant service, fast efficient and effective thank you

How did you feel?

Relieved I have seen a specialist as my docs kept saying it was nothing, since Jan

What was good?

All the staff are friendly and very professional

What was good?

Prompt and quick service

What could be improved?

Less appointment reminders

How did you feel?

Fine

What was good?

The staff did what they could for me.

What could be improved?

I was placed in a temporary bed space where I was informed a ward bed would be available very soon and I would be moved in to that space.
I spend the entire of my time in hospital in the temporary space which was positioned in front of a fire escape. This meant I was in the middle of the room with zero privacy as I had no curtain. They placed a small cupboard next to my bed for my belongings. I was unable to use one arm through injury and then had a cannula placed in the other meaning I could not navigate getting of the bed independently or adjust my bed sheets.

How did you feel?

The situation left me feeling very vulnerable and exposed.
I was in extreme pain and was positioned in the middle of a ward for other patients and visitors to glare at me.

What was good?

All of it, from the first appointment to removal of the mole and speed it was done was all excellent!

What could be improved?

Nothing!!

How did you feel?

Looked after, safe.

What was good?

So welcoming( Helena) on arrival. Everything explained, felt very at ease and taken care of. Such a great team of ladies -Jo who performed the procedure, Helena, Clarinda and Yvonne. Made my experience a good one

How did you feel?

In very safe hands

What was good?

I recently had shoulder surgery (17th June) with Mr Williams and his team. I would like to thank everyone for their professional and caring approach. Literally everyone I met made sure I was comfortable and understood exactly what was happening. I felt I was treated as an individual and not just as a number or part of a system. This ethos was demonstrated across the team and was reflected in the student nurse Isla who did a great job looking after me. Many thanks to everyone, Mark

How did you feel?

Well cared for and looked after in a professional and friendly manner.

What was good?

Everything was brilliant. The staff, the cleanliness it was a very positive experience. It’s the second time I have been to st Austell and both times have been the same.

What could be improved?

Nothing, keep being Amazing.

What was good?

Excellent service friendly staff Very helpful
Thanks Dr Erdal ,Vasty, Emma and Abi.
Along with the other staff.

What could be improved?

Nothing

How did you feel?

Comfortable informed and relaxed

What was good?

Treated with care and compassion the team Vasty Emma and Abi were reassuring explained everything to me

How did you feel?

Ok

What was good?

The staff were attentive and gave me information about the procedure
The biopsy was done efficiently.

What could be improved?

not sure whether wearing outdoor shoes on the bed was a good idea but probably not a worry

How did you feel?

Felt fine and pleased with the treatment

What was good?

I had a very positive experience at my Dermatology appointment biopsy today with Abbi, Vasty and Emma. All 3 clinicians were friendly, professional and a credit to the department.

How did you feel?

Reassured and treated with dignity and respect

What was good?

Since I entered the building I was very welcomed by all the staff. I was prompted to follow the nurse for the first assessment right away after that and a few moments waiting,Dr. Danielle entered the room and in a very calm, polite and professional way explained me the following steps for my biopsy. All the staff were very helpful and I much appreciate the way they all take care of me especially Dr. Danielle. 5 stars for the team. Thank you

How did you feel?

At ease all the time and very confident in the professional capabilities of all the staff.

What was good?

Every thing was good and efficient x

What could be improved?

Nothing

How did you feel?

Very good

What was good?

Hayley’s guidance and care is first class. She gave me so much information and helped me take on board what was to come. Her knowledge is amazing. She is always there for me. If I email her she responds really quickly. I’m profoundly deaf so no phone calls. She is patient and understanding of my hearing issue. Talks directly to me. I have lots of my own mental health issues and she helps me to cope the best I can. I had lots of information sheets and booklets too. I always feel uplifted when I’ve seen her. Her words are professional and very caring. I’m struggling but Hayley only an email away. I cannot fault the care I’ve had with you. Thankyou.

What could be improved?

Respite for carers. Huge issue. I feel I’m going crazy a lot of the time. To be able to put Tony into care briefly or me to go away for a few days. The constant battles, the lies, the aggression all mentally and physically debilitating for me. I struggle to get to any of the Promas outings/courses etc because of my being profoundly deaf which in itself is debilitating in many ways. It’s 24/7 caring so very very hard. Permanently exhausted. It’s hard to know what could be improved. Just being there for me and supporting me and giving me breaks. Just letting me know someone cares about me.

How did you feel?

Not sure what this is asking. I felt cared for by Hayley. I feel tired and exhausted all the time. A shock to know that your husband has a trio of dementia problems. Big shock even though I knew something was adrift. In my head it’s not about how I feel it’s about looking after Tony. Tough one.

What was good?

The staff were all wonderful with the care they provided to myself.
Special mention to Sophie and sam. Nothing has been too much trouble for anyone. They all care and show great pride and professionalism.

What could be improved?

Nothin, it was outstanding

How did you feel?

I felt comfortable and at ease at all times.

What was good?

All three of the ladies were really really reassuring, i was super nervous and they were brilliant, the nurse performing the biopsy was brilliant and really efficient and they all made sure i felt okay to leave, the information given was clear and they were all just fantastic

What could be improved?

Nothing

How did you feel?

Really reassured, they put me at ease in an uncomfortable situation and i felt really safe

What was good?

Clear and thorough communication. Both staff were very helpful and kind

What could be improved?

Nothing

How did you feel?

Positive, came out with answers, felt listened to

What was good?

The staff were all very caring although at times there was a long delay when your buzzer was pressed which was especially distressing for some of the older patients who needed the loo.
There was also a lack of empathy by senior members of staff to some elderly patients who didn't really understand what was happening and really needed a family member present which didn't happen.

What could be improved?

There should be time limits on how long a patient should wait to be answered when using the buzzer and elderly patients should have a relative with them when anything important is discussed.

How did you feel?

Just very upset for the other patients

What was good?

Everything from the initial contact with the reception staff on arrival to the Imaging staff, namely Harriet and Lyn in the DEXA Department at Bodmin Hospital. Arrived 20 minutes prior to my appointment time, and was called in straight away to be seen - no delays. Very friendly imaging staff with nothing being too much trouble for them. Procedures were explained in detail, but were easy to understand.

What could be improved?

Nothing - totally fault free

How did you feel?

Initially on arrival I was a little bit anxious, but was soon put at ease by the relaxing atosphere of the department and very friendly staff

What was good?

I had oral surgery at St Austell surgical hub and the experience was an extremely positive one. The staff there are all so friendly and helpful and put you at ease throughout

How did you feel?

Extremely calm and relaxed

What was good?

Basically everything. Went from A & E to Lowen ward where the care and efficiency could not be faulted. The dignity given to patients was outstanding.

What could be improved?

Nothing

How did you feel?

Supported by caring and expert staff

What was good?

Staff very good in all aspects, however more information of possible outcome after procedure would help and not leave it to the patient to know if results are as expected or not.

What could be improved?

As above

How did you feel?

Not as expected due to procedure differed from that expected

What was good?

We left

What could be improved?

People need to be checked on more regularly to make sure they’re clean and it confusing with different members of staff (doctors), telling you different things. Also, once I complained they were giving me me and my family bad looks. Things are hard enough when you’re losing a family member.

How did you feel?

I didn’t

What was good?

The Admiral Nurse service was easy to contact by completing a referral form. I was contacted and allocated a nurse within a couple of days. I was sent comprehensive literature via email which helped me decide if I wanted to go ahead with the service. A nurse called me and went through my form and informed me that they would be glad to support me. On numerous occasions I was supported by Jo who attended meetings with me and helped inform other professionals of my concerns for my family member and her condition. Jo also phoned me once a week at a pre-arranged time to discuss how I was feeling and generally supporting me, signposting me to different organisations and websites which were really helpful.

What could be improved?

I think a 10 week course would be more beneficial instead of 6 weeks. Although, you can refer yourself again once the 6 weeks are finished.

How did you feel?

I felt well supported and listened to. When a family member or friend is diagnosed with Alzheimer’s it can be a very lonely and scary place, but Joe was extremely supportive and helpful. Having someone to talk to who understands the disease is invaluable.

What was good?

Called in early! Very friendly and considerate staff; obviously working well as a team; clearly knew their stuff. All in all a very positive experience. (Biopsy on nasal growth)

What could be improved?

No improvement needed!

How did you feel?

Peaceful

What was good?

The team consisted of A edwards ,Y Buchanen,A Callaway and the surgeon Miss J Baden Fuller,
What a fantastic team , made me feel so relaxed during my operation yesterday talked me through everything that the surgeon was going to do and although my body at some points didnt co operate i had a fantastic experience and felt very safe in their hands ... a credit to the NHS cornwall staff ,All of them ,thankyou team , hoping that everyone who has your team for their procedures has a relaxed time and made to feel respected as you all gave me during this testing time in my health journey
Well done A credit to Cornwall 🥰

What could be improved?

Nothing i felt totally at ease

How did you feel?

Absolutely a credit to Cornwall Health staff weldone team

What was good?

From the start, having my procedure at the St Austell surgical hub was just faultless. All the staff I met were just so lovely and friendly. Working in the NHS myself, being on the other side as a patient did feel daunting, but everyone was so chatty and professional and really put me at ease. The whole day ran very efficiently. I had a slight post operative complication but this was dealt with promptly and proactively. I was Very impressed with the whole experience and the staff are just wonderful.

What could be improved?

Nothing

How did you feel?

Very pleased with the experience I had and highly recommend to anyone who is offered surgery here.

What was good?

It was the best outpatient meeting I have had.
On time and took the expected time.
I won't use their names but I actually said to the senior of the 2 "You two make an amazing team" They were very professional but also made me totally at my ease.
The second meeting was with the Doctor who examined my eyes and fully explained my options.
Finally a nurse had to tick boxes after asking me questions. She was kind and typed up anything I said which wasn't a yes or no answer.
I must also mention a member of staff giving my wife and I direction from the main reception to the eye unit. Normally I have found that staff just say which way to go, on this occasion she actually took us to a point where we could see where to go.
All in all an excellent visit as an outpatient. .

What could be improved?

Nothing

How did you feel?

Slightly nervous on arrival, relaxed and happy when leaving.

What was good?

The doctor and staff were very efficient, very helpful and very kind, as I was a bit nervous.

What could be improved?

No improvement that I could see, everything went well.

How did you feel?

I was put at ease very soon after arriving, and did not feel so nervous.

What was good?

All members of staff were friendly and helpful

What was good?

Very friendly staff makes you feel at
ease straight away special mention to Katie and Greta who carried out my biopsy very professional but relaxed at the same time (brilliant)

What could be improved?

Not a lot in my case very smoothly run department

How did you feel?

Very relaxed being in good hands

What was good?

Very very good. Was seen punctually. Process was made as easy and pleasant as possible - fast and efficient, cheerful, polite, friendly and all my questions answered. Honestly couldn’t have asked for better.

What could be improved?

Genuinely, nothing. A+++++****

How did you feel?

I felt looked after, comfortable, like I was being taken seriously, like I was being looked after. Particular shout out to Chrissie- I think the other two ladies I saw were Linda and Nicky but I’m not confident I got their names right - all were lovely.

What was good?

Excellent service from start to finish.

How did you feel?

Felt very at ease throughout

What was good?

Nothing!!! I was referred by my doctor to orthopaedic dept but ended up in Trauma. Waited hours and hours but nothing was done and they don’t even appear to have the documents I gave them from my doctor.

What could be improved?

Absolutely everything. Staff communication is abysmal.

How did you feel?

Upset and angry. Very let down. Been here hours and still not been seen by a doctor.

What was good?

Saturday evening
, very busy but care given by Sam and his team was exemplary ! Yes sitting in a chair for many hours wasnt good but cannot be helped presently. Team were 100% on the ball. Thank you

What could be improved?

Need tp expand the unit to allow patients to be comfortable and privacy

How did you feel?

Relieved they were sorting me out

What was good?

On time and excellent serviced and friendly staff top rate 110 out of a 100

What could be improved?

Nothing

How did you feel?

Relaxed and comfortable

What was good?

I found the level of support outstanding. Jo's knowledge and understanding of my mum's needs and my needs was beyond my expectations. She offered advice on the services available to me as a carer and she prompted me in the follow up to calls, to ensure that I had joined support groups. I felt listened to and supported. Jo understood what I was going through, she was empathetic and gave me time to express my concerns to ask those 'silly' questions. She always made me feel that no question was too small or that I should know that information. I feel empowered (and rejuvenated) to continue to give my mum the support she needs as I feel that someone has got my back. Jo was the virtual hug that I needed but wouldn't admit that I needed!

What could be improved?

Nothing. The Admiral Nurse Team is an excellent and necessary service. I think that the NHS should shout about this from the roof tops. The more carers feel supported, the more they are likely to continue to do the work that they do and rely less heavily on the NHS/Care Home service.

How did you feel?

I feel supported by the Admiral Nurse Team. Jo's work with me has bolstered me to continue. I feel listened to.

What was good?

The staff from ambulance to the emergency department were very professional, friendly and had a caring nature . The scan department was excellent they immediately saw to you offered ypu types of seating example recliner or chair . They asked straight away if I needed painkillers , kept me up to date and regularly asked how I was , I couldn't fault them at all it was a very smooth running department and felt like I was being looked at or monitored all the time that I was there which felt really reassuring. They made sure I had fluids if not they provided .

What could be improved?

Waiting time for ambulance , waited 1.5 hours . Waiting time in emergency department didn't see a doctor until 9 hours after I arrived. Medication /painkillers requested due to being in pain, I did not receive any until 9am I arrived at the hospital at midnight. Had painkillers via the paramedics but did not receive any for a very long time after I arrived even when I asked numerous times throughout me Waiting. I was escorted from a bed to an armchair in a corridor then to a very uncomfy chair in the Waiting area a little while later with one person bleeding in front of me and someone bing sick next to me and of course as mentioned I was in agony. I was offered a drink once in the first couple of hours of my arrival that was it. I wasn't really told what was gonna happen and after my 4th ecg I asked why am I having these so frequently and my pain not being managed. There were no updates or anything for 8 hours or more til I saw a doctor.

How did you feel?

From arrival I felt lonely, tearful, very frustrated and uncomfortable due to my pain. I felt like I was ignored for a long time after asking for painkillers and kept asking. I was on my own and felt very uncomfortable being in the waiting room. It was very exhausting waiting and I couldn't nap or sleep due to the pain i was in. I arrived in my pyjamas in which the paramedics did give me two blankets there wasn't really anywhere I could add some layers or just be checked on I was a little confused due to the pain and was not my normal self . After I saw the doctor I felt such a relief and things moved smoothly and in good time as about an hour after I was in the scan department and felt like I was being looked after and things actioned like painkillers which should have been hours before . I met the surgeon and was explained next steps to which I understood and was happy with.

What was good?

Staff all very friendly and efficient

What could be improved?

Nothing

How did you feel?

Very relaxed. Crisz, Jason and Lisa T were all lovely

What was good?

The team were lovely and attentive.
And by team I mean everybody that was working there today.
They all went above and beyond in giving my daughter what she described as a fun day and she didn't even want to leave!
Plenty of toys to keep little ones distracted whilst waiting too.

What could be improved?

Nothing

How did you feel?

Great

What was good?

I brought my wife in for an emergency on advice of 111 / MIU. The member of staff on Reception was excellent. So calm, smiley and friendly. I don't know how she kept it up!

How did you feel?

Relaxed and calm

What was good?

Ryan and Helena were both caring and patient. Explained everything fully and provided options moving forward

What could be improved?

Waiting room could use some low level music to break the silence!

How did you feel?

Informed and safe

What was good?

What an amazing team, I am not a nervous patient, but from start to finish the care team were outstanding. Jade was the first person I interacted with and she was lovely, she made sure all my needs were met.
Then I was spoken to by Prof Tan's assistant. Again I couldnt have asked for more, the procedure was made clear to me in a very reassuring manner.
Next was the Anaesthetist, was a real gentleman, again fully informed me as to what he was going to do. He spoke in a very reassuring way.
A trip to the theatre, the theatre staff I saw while I was still awake were very friendly. They got on with the job and I wasnt left hanging around.
I was a bit groggy when I woke up, four hours later I am told.
The staff were again very caring and made me very happy by feeding me.
Throughout my after care all the staff were attentive and worked really hard.
Post op is a small room, you are aware of whats going on around you. I saw they gave the same care to others as they did me.
My overall experience for something I wasnt looking forward to was a very positive one. There was nothing anybody could have done for me that wasnt done.
My operation was today 5th June, I went down first thing about 0845 hrs on Eden Ward

What could be improved?

Nothing my treatment was amazing thank you

How did you feel?

I felt valued and treated with total respect

What was good?

The Care and kindness I received was very generous and put me at ease.

What could be improved?

I think it was all very efficient so I can’t think of any way it could be improved.

How did you feel?

I was very nervous worried it might be cancer but because of the professional way I was cared for I was put at ease, so was able to relax. After the examination everything was carefully explained to me.

What was good?

Lynn Russ and her team always provide such an excellent service. Their friendly, kind, professional approach always makes you feel at ease. Thank you.

What could be improved?

No improvement required.

How did you feel?

Just wanted to acknowledge the team for the service they provide. They are very friendly and welcoming, always make you feel at ease and are extremely knowledgeable. You feel like you are in safe hands. Thank you for providing an excellent service.

What was good?

Our experience at RCH Treliske was very positive. Staff are friendly, helpful and caring. They made my mum feel at ease. Everyone explained everything clearly to her, being considerate of her poor hearing. We are so lucky to have such an incredible free healthservice.

What could be improved?

Continued financial and political support of our wonderful NHS.

How did you feel?

My mum and I felt respected and cared for.

What was good?

The caring manner of all the staff during my hysteroscopy

What could be improved?

Couldn’t have been better

How did you feel?

Welcomed, safe, comfortable

What was good?

Everything! The Doctor was extremely helpful, nurses friendly and efficient and the team doing my punch biopsy were also excellent.

What could be improved?

Nothing

How did you feel?

Pleased to be listened to and happy that they were trying to find out what was going on with my sores.

What was good?

Had a very positive experience today, A very professional and informative team who made me feel at ease while undergoing a biopsy on my ear. Thank you so much ☺️

What could be improved?

The time that is predicted before I get the results.

How did you feel?

Positive and happy

What was good?

As a carer for my wife,she had an operation for a cataract removal in May 2026 at St. Austell Surgical Hub where all staff were very friendly and dedicated to their tasks. Thanks to everyone.

What could be improved?

Nothing

How did you feel?

She was feeling very well after her tea and biscuits.

What was good?

Staff were fantastic. From the catering staff and cleaners to the nurses and doctors. Honestly, they were all kind and explained everything in a way I could understand.

They were attentive and made me feel comfortable and looked after. They listened to myself and my husband and we will be forever grateful during what was a very traumatic time.

How did you feel?

Both my husband and I were looked after and cared for. We had confidence in the staff and trusted them. They enabled and empowered us to make decisions about my care that were right for me.

Thank you so very much - I cannot stress this enough. AMU 2.

What was good?

Saw an excellent specialist nurse who informed and advised exactly as I needed. A good consultation which explained matters and gave some reassurances. Ms K B was great.

How did you feel?

Reassured and informed.

What was good?

Very friendly staff, explained everything i needed to know, brilliant.

What could be improved?

Fantastic service couldn't fault a thing.

How did you feel?

Felt at ease with the whole visit.

What was good?

Whilst on the Cardiac unit having suffered a heart attack my mum was in AMU1 where she passed in the early hours of Tuesday 2nd June - the compassion show and extended to me by Matt and Justina (CIU) over that night is commendable, Matt extended such warmth and understanding that went above and beyond his job role and Justina was always there keeping an eye out for me. Dr Alex also showed deep understanding with his care and compassion towards me, as did the Doctor on duty from AMU1, I'm sorry I didn't catch her name.
Kirsty (AMU 1) who sat with my Mum as she declined and passed also needs mention for her strength and understanding at this delicate time - her compassion was and is without question. Thank for everything you have done for me and for my Mum in her last days and hours.

What could be improved?

not a lot.

How did you feel?

happy and sad -

What was good?

Super friendly team, Miss Verity, Amanda, Helena and Chris, worked brilliantly together and created a relaxed environment. Was looked after so well by lovely Amanda the nurse who guided me through the whole procedure.

How did you feel?

I was pretty nervous and had quite a lot to take in but the whole experience was less stressful than I expected.

What was good?

100/100 from check in to walk nothing but excellent service

What could be improved?

Nothing

How did you feel?

Walking i was anxious but they soon put me at easy

What was good?

The service was excellent, Hayley was kind and understanding and it was really good to be able to talk to someone who had insight into the challenges we are facing.
It was a great help to be pointed to services I had not been aware of and Hayley made some excellent suggestions that will be a great help to us in the future.

What could be improved?

nothing

How did you feel?

I found that talking through the situation we are coping with with someone who cared and was concerned for our welfare has really helped. It was particularly good to have highlighted the various support services that are available to us in Cornwall as this will really help.

What was good?

The on call emergency dentist that attended to my child today was absolutely fantastic. She saw our child quickly, reassured him and treated him with utter professionalism. I couldn't be happier with the level of care he received. This was amplified by the dismissive treatment we had from Oscar's regular dentist.

What could be improved?

Nothing extremely impressed today

How did you feel?

Very satisfied and relieved

What was good?

The care provided by everyone on the sdsa unit was impeccable. I have been three times in the past month and the quality of care is consistently excellent.

What could be improved?

There was nothing the staff could have improved on.

How did you feel?

I felt well looked after, listened to and informed of every step of the process of being in this unit

What was good?

prompt professional pre consultant checks on eyes by nurses within 15 minutes of arrival

What could be improved?

waiting period to see Consultant after nurses checks waiting time 3 hours

How did you feel?

frustrated for the time waiting to see Consultant my 95 year old Father was very irritable for this delay and I had a eye screening test that afternoon and was worried that i would miss it.
when eventually my Father went into see Consultant my Father voiced his discontent Mr Smith ? said that his clinics takes longer as he is thorough

What was good?

Staff were very friendly and helpful
Meals good quality and choice but a little hurried

What could be improved?

The toilet provision for the ward was very poor as only one tiny loo available for two wards. Clearing of the pots left in the loo was lacking so added to the bad experience.

How did you feel?

I ws given all the information and help that I needed

What was good?

Saw three nurses. All very friendly, and good at explaining forthcoming cataract procedure. Thank You.

What could be improved?

Signage on the building at Falmouth could be improved, especially for a Cataract Clinic.

How did you feel?

Reassured about forthcoming operation

What was good?

Nurses great I don't think the consultant listens to me properly about my condition as I had neat blood coming out off my penis ( without any urine in it)this was the first time this happened to me and on my discharge letter he put it done as a repeated trauma from a is and UTI but this was the first time this has happened to me and now I'm in so much pain in my penis and testilc all day long and it hell when I wee I'm not very very happy at all

What could be improved?

Listen to me properly and cared for me alot better

How did you feel?

Totally let down and really unset and really sad that I'm just sent home in pain and got no help really .yes they put on a tide and tap to help me wee and said the pain would be better but it's hell

What was good?

It was so positive to be contacted by the admiral nurse service, as a result of contacting the OT service for my husband. Here was someone for me, someone sympathetic and helpful, supportive and available. The few phone calls I had with Demelza gave me a huge lift, enabling me to move forward and take positive action to increase my support and look forward.

What was good?

Friendliness and a calming environment

What could be improved?

No more bottled water - the environment is better served by a jug of water and disposable cups

How did you feel?

Nervous and anxious, but the staff were very understanding and not too busy to talk. Catherine was wonderful.

What was good?

Caring, efficient unit.

What could be improved?

Tea/ coffee for relatives

How did you feel?

Informed

What was good?

The staff provided excellent service throughout the entire process. This included all of the staff who assisted with my daughter's preparation and operation. Everyone was professional, caring, and supportive, which made a difficult experience much easier.

Special thanks to Ashley, Iain, Nicola, Sachin, Stephanie, Sophie and Vincent for their kindness, reassurance, and outstanding care. Their dedication and compassion were greatly appreciated.

What could be improved?

Nothing.

How did you feel?

I felt that my daughter was very well looked after by the staff, and that they provided me with clear and easy-to-understand instructions throughout.

What was good?

The Gynae staff from nurses too consultants were all so friendly, reassuring and understanding. I felt so supported throughout the whole process as I was so extremely nervous. One paticular nurse constantly made sure I was comfortable and had everything I needed, her smile every step of the way just helped so much. The murals and artwork in the waiting room really helped distract from the clinical feel of the hospital.

What could be improved?

Allowing parnters to wait with you in the waiting room. It's such a nerve wracking time, and extra support would have been greatly appreciated. Some of the women weren't aware that they weren't allowed someone with them to wait which added to the nerves.

How did you feel?

Very reassured and supported throughout, although very nervous the staff were really good at supporting me through the process.

What was good?

All staff at this hospital are excellent. I couldn’t fault them in any way. Helpful, friendly, informative and put me at complete ease throughout my whole visit.

What could be improved?

Unfortunately I had to visit during school half term so the waiting times were very long.

What was good?

I was referred from A+E to day case unit. I’ve never felt so comfortable and welcome In any medical environment as I did here. All Drs and nurses were superb. Informed me of everything I needed to know and were very helpful. Nothing was too much trouble.

What could be improved?

Nothing

What was good?

Medical staff were first class

What could be improved?

Nothing

How did you feel?

Cared for and made to feel totally at ease

What was good?

We have supported a patient on your ward for 10 days and she was sent home today.
As carers and support workers we have all said how amazing you have been with not just our resident but us as carers. Something simple like a cup of tea and the occasional meal means so much to us. We felt supported and listened to at every encounter and cannot thank you enough. If the resident ends up in hospital I really hope we are on your ward again . Many thanks from our resident and us carers

What could be improved?

Nothing could of been improved

How did you feel?

Fully supported and respected at all times

What was good?

Excellent staff, very well looked after.

What could be improved?

Air conditioning for hot days.

How did you feel?

Comfortable and relaxed

What was good?

Minimum waiting very friendly team quick procedure

What could be improved?

Nothing to improve

How did you feel?

Relaxed

What was good?

The care I received was exceptional, I was treated by 3 amazing health care professionals, Lisa, Amanda and Helena. I could not fault them in anyway, they were caring, kind and put me at ease the moment I stepped in the room for my procedure. Can't thank them enough xx

What could be improved?

Nothing, an amazing team x

How did you feel?

They were so lovely, couldn't fault the care I was given.

What was good?

Fabulous service and treatment. From the telephone call from Jo setting up the emergency appointment, to the receptionist who took me through to the waiting area; to the wonderful Ms Sarah who communicated with me throughout the procedure she was performing; to the radiologist/sonographer who came to assist Sarah, to Mr Clarke, surgeon who stepped in at extremely short notice to remove and prevent further damage from a wayward uterine device; to the SHO who wrote up my notes and printed me a letter. A huge thank you to a wonderful EGU team. I was treated with dignity, empathy, love and special care.

What could be improved?

Nothing - the service was first class... A wonderful team - a huge thank you

How did you feel?

Looked after; safe; supported; great communication.

What was good?

Everything was explained clearly to me and the whole team were very supportive and caring. I felt very well looked after!

What could be improved?

Maybe a fresh heat pack after the procedure while in recovery would be helpful

What was good?

Nothing was good really, I didn't feel they could help me.

What could be improved?

It's hard to say really. There isn't enough info about what exact help and support these Admiral nurses can give.
When you are dealing with very complex challenging, behaviours with somebody who has Parkinson's dementia.
It's a massive burden to carry.. I had not been given much help to start with, so it was hard explaining what help I needed.I don't doubt that these nurses can and do help a lot of people, I just didn't feel talking to them was much point really.

How did you feel?

I felt personally that there was no point in talking to these nurses. You still feel.like there is nobody really there for you. At the end of the day you are the carer, whilst these nurses can advise and so on and so forth, at the end of the day you are still very much on your own and have to deal with the many challenging problems, that go hand - in - hand when dealing with somebody with PDD. When you close your front door, put the phone down you are on your own with the situation you are in, that's all there is to it.

What was good?

Reception and nurses were very welcoming at Falmouth unit. Put my elderly mother at ease. Cathy and Lindsay were so good with my mother. Exceptional care.

How did you feel?

Welcome and at ease.

What was good?

Excellent and cheerful staff, procedure on time , clear instructions on release

What could be improved?

Nothing

How did you feel?

Fine

What was good?

Fantastic nurses. Very helpful. Quiet and the doctors were very good very thorough and they really put mind at ease with a good follow up plan.

What could be improved?

Sincerely do not feel any room for improvement

How did you feel?

I felt supported throughout my visit and very attentive staff.

What was good?

Very friendly, explained everything. Made to feel at ease.

What could be improved?

Nothing

How did you feel?

Comfortable and cared for.
Alex and Clarinda looked after me very well.

What was good?

Very friendly approachable staff from reception to consultant.
Had out patient hysteroscopy which I was anxious about as heard it was painful. However completely reassuring team made up of Alex consultant, nurses Clarinda, Becky, and Asha explained everything and were so kind. The procedure is painful at times but they were able to explain when it would get worse and helped me through. Pain is momentary and the fact that I have been thoroughly reviewed , completely outways the short lived discomfort. I took the prophylactic paracetamol and ibuprofen and didn't need anything else. Walking a bit after the procedure helped too. Next day no issues at all and back to work. Thank you great team. Efficiency and friendly.

What could be improved?

Nothing.

How did you feel?

Relief and gratitude for knowing that I can get on with any next steps in any treatment that maybe needed
...or hopefully get on with living knowing I am okay. NhS at its best. Well done team.

What was good?

It was a very pleasant and helpful consultation with Dr Dissanayake yesterday.
The support staff were very friendly and professional also.

What could be improved?

Nothing

How did you feel?

Pleasantly surprised to be offered ongoing treatment for osteoporosis.

What was good?

The team were very friendly, knowledgeable and helpful.

What could be improved?

Nothing

How did you feel?

Well taken care of and pleased with the prompt service

What was good?

Extremely pleased with the care and attention given to me by ward nurse Gina (surname not known).

What could be improved?

Time taken to provide medication and discharge paperwork. It was in excess of 4 hours from time I was told I could leave, and actually leaving.

How did you feel?

Satisfied with the treatment given (antibiotics and fluids), which made me well enough to leave, having felt very poorly on arrival.

What was good?

The consultant was really good. Took the time and gave me a lot of information. I've left feeling really confident. The main positive was the lady on reception who also did my weight and blood pressure. She was extremely friendly and very caring. She had a very personal approach and made me feel very comfortable.

What could be improved?

Nothing

How did you feel?

Very comfortable and respected

What was good?

I am a visitor in the area and one of my hearing aids had a problem. This afternoon I called at the audiology reception to see whether a repair was possible. The receptionist was so helpful. She sought out a colleague to help and within a few minutes returned my hearing aid fully repaired. I cannot thank you enough for your help and also other colleagues who gave us directions to your department. It is easy to criticise when things go wrong but in this case praise is due. Thanks again.

PZ

What was good?

Staff very friendly and welcoming as soon as I walked in.
After that my appointment felt rushed, and I was out within 15 minutes none the wiser.

What could be improved?

explanations.

How did you feel?

Felt no better off for going to my appointment, left feeling unsure as to why the appointment was made in the first place.

What was good?

Thankyou to Alex, Steph & Cath at Falmouth this morning. Very friendly staff & fully explained the procedure

What could be improved?

N/A

How did you feel?

They put my mind at rest about the treatment recommended. Excellent service - Thankyou

What was good?

Extremely well looked after

What could be improved?

Nothing, every was all good

How did you feel?

Nervous on the day, in for a Hernia repair operation, made to feel at ease, l was very well looked after, staff were all very friendly and caring

What was good?

Nothing. Not one interaction with Treliske was in any way productive or positive.

What could be improved?

Answer the telephone. Keep promises of communication. Change attitude of staff in the fracture clinic.

How did you feel?

Helpless as we are still waiting for surgery on our sons badly broken arm. There is an increasing likelihood that it will have to be rebroken as fairly shortly it will be beyond the optimum period for surgery. We have abslutely no confidnce left in Treliske Hospital.

What was good?

Surgeon ,doctors, consultants and nurses made me feel at ease very professional and caring at all times

What could be improved?

The food

How did you feel?

I felt comfortable and relaxed for the week I was in for

What was good?

Jo and the team (Clarinda, Becky, Alli and Yinka) were all absolutely fantastic.
The whole team were incredibly kind and considerate. I was attending for a hysterosocpy and polyp removal. They explained every stage before it started, and then explained everything as they carried out each stage, ensuring I was comfortable throughout.
I was apprehensive beforehand but they really did put me at ease.
I am grateful for their compassion and care.

What could be improved?

For me, and my experience, I have nothing but praise for the team.

How did you feel?

I felt relaxed throughout the procedure because of the fantastic team.

What was good?

Katie, Jason, Abi and Cynthia = a 5 star team. Excellent treatment, by the time my biopsy surgery was completed I knew what had been done, why it had been done and what to expect next. All my questions were fully answered.

What could be improved?

Nothing

How did you feel?

Very relaxed and fully informed about the surgery. I felt I was being treated by a very professional group of staff.

What was good?

The service I received was excellent. I cannot praise everyone enough. All the staff were really friendly and helpful and explained everything that was going to happen. I really want to thank everyone for making my visit so good.

What was good?

Cataract surgery.
Staff and surgeon were excellent.
However there was conflicting information on the information sheet and what the staff told me at the hospital i.e. staff said do NOT bend down whereas the information sheet says :-"You can resume normal activities straight away such as bending down, watching TV and reading"

What could be improved?

Conflicting information. See previous question.(No 6)

How did you feel?

I felt completely relaxed and confident in the surgeon and nurses.

What was good?

I would like to express my family’s deepest thanks to everyone who was in the emergency department on the night of Sunday 19 April. My 7 year old son, George, was brought in the ambulance at around 9.30 after suffering respiratory arrest following an epileptic seizure. The doctors and staff did everything to stabilise him and decided the best option was to incubate/put him in intensive care.

After a night in critical care, George came off support and was moved to the paediatric ward on Monday morning. He recovered so well that he was able to go home on Tuesday afternoon. And he showed just how resilient he is by returning to school by Thursday.

What could be improved?

Nothing at all.

How did you feel?

Thank you so much to everyone who was on duty that evening. I don’t remember the names of the doctors, only George the anaesthetist as that was one easy to remember. We are forever grateful to you all. You are true heroes.

Jane

What was good?

Help and care that Therapist shared and help me

What could be improved?

Nothing

How did you feel?

Very happy therapist was very helpful

What was good?

Friendly, reliable staff. Regularly checked on.
Good food offered.

What could be improved?

The shower has low pressure

How did you feel?

I felt content with the volume of care I received. The doctors and nurses took a pleasure in looking after me. Everyone was professional and I felt safe at all times and private

What was good?

A very useful and informative service. Good support for carer's who have no idea of the services available to them & good that you can re refer if needed

What could be improved?

I am not sure as I was very happy with the service/information received

How did you feel?

I personally felt very informed & supported

What was good?

Excellent. Admiral Nurses were extremely helpful.

What was good?

The HCA on the ward (Tracey) was really nice and attentive and paid a lot of attention to her work and making sure everyone was well cared for and comfortable. The person serving the meals was extremely helpful as well.

What could be improved?

The clinical team communicating back to nurses/HCAs on the ward for meal restrictions - due to slow communication I almost missed a meal.

How did you feel?

I felt very comfortable given the circumstances.

What was good?

I spent Last two months in and out from the Gastroenterology and Liver unit with my father Marian. It’s been rollercoaster with his liver shutdown. Is so much to be thankful for especially stuff working there like Shanade, Francisca, Zina, Thomas, Lucy with her morning coffee.. and truly all stuff has been wonderful that I cannot remember all names. They went beyond with their service to my father needs and I am very grateful for their compassion and dedication. There was never “no” word said. Starting from cleaners to tea serving team. Such a great unit.
I would also love to add palliative team with Paula, Caroline, Hannah and Mary being massive support in my case.
One person stand all above- Nurse Van Concepcion- Ecleo. Deputy Ward nurse. She is an excellent employee and human being. Her help and stand for patient needs went above of all my expectations. She has helped me with my difficult situation and because of her strength and stand I could go and take my sick father to the hospice in better mental condition.

What could be improved?

Doctors.
We were missing better communication matters. Truly not being ungrateful- believing in best intentions from their side.. still left with bitter sweet taste after fighting for more and better quality of service. Last day in unit dad was going to be sent to hospice. Spoke day before to doctors about drainage of belly liquids which were bothering him, doctors decided to sent him as he was in bad condition after bleeding to die there. Took a big deal of stress and mediation and help of the Ward Nurse to stay additional day for all those procedures to be done before sending dad to hospice comfortable.

How did you feel?

I felt that communication been poor. My father told me that there are sending him die without care.
I was spending his last days with wondering about doctors decisions which I should spent on quality of time with him.
After all I sat with doctors-after dialogue their made a correct decision to make him more comfortable and I been relieved and my father also. Asking- why couldn’t been done that from the beginning? We should have never forget that even being terminally sick last decision should be made between family, patient and a doctor NOT JUST a doctor.
NHS needs improvement. Idea of helping the strongest ones is poor. You educate bright people to believe in “ Primum non nocere” but financial limitations force doctors to choose how to cut expenses on older human beings.
Great Britain is a Paracetamol Country.
Great Britain is not as great as was.
God Bless a King.
God Bless your patients.

What was good?

Amazing care from start to finish. Made me feel so comfortable and calm throughout the procedure despite not having any pain relief! Couldn’t fault the man that did the procedure at all, really kind!

What was good?

The Daisy Bereavement team are fantastic and have recently won the 2026 Mariposa Award for Bereavement team of the year! This is a reflection of the care and dedication that they provide to all families and this should be celebrated - this should be mentioned on the RCHT website or in the paper or something!

How did you feel?

Very well supported

What was good?

Efficient, kind

What could be improved?

Bit tight for waiting space
This survey tricky with limited vision

How did you feel?

Fine

What was good?

The help, care and compassion from the staff on Roskeor ward, date 28/04/26 was amazing. Mainly Martin , as he was who i mainly dealt with. He did not stop all night, until I was comfortable, but also his team Taiwo and Ugo. They were so friendly, kind and hardworking, and really helped put me at ease. I struggle with mental health and anxiety, also Autism and ADHD, which Martin did not stop until I felt comfortable, which was not an easy task. Thank you so much to you 3, and the rest of the team there. Without Martin I think I would have to had discharged myself due to the panic attacks an anxiety i was experiencing. He went above and beyond for me to get the help and medication i needed at that time. A real asset to the team there.

How did you feel?

I was really struggling with my mental health, mainly panic attacks and anxiety, Martin did not stop until I received the correct help and medication to help me.

What was good?

My husband received excellent care. We would have been delighted to give positive feedback in the email requesting Feedback but the link in the email doesn't work.

What could be improved?

If you send out an email asking for Feedback make sure the link works! The email was from Concentric Health

How did you feel?

Frustrated that we couldn't provide the positive feedback the clinician, Dr David Hood, deserved.

What was good?

The staff! Informative, professional, empathetic, kind and went above and beyond. Every single one of them from reception to the surgery team. Cannot fault my experience at all. Valuable people and i am so thankful to them all.

What could be improved?

Nothing....these people are amazing!! The Hub is also well.equipped, clean.

How did you feel?

Cared for. Informed. Safe. All down to the staff. Thank you.

What was good?

I could not speak more highly about the care I received during my recent stay on the ESU ward.
Every member of staff treated me with compassion, kindness and respect. Every member of staff was friendly and helpful and I have to give a special mention to Tracey, who was absolutely wonderful. Nothing was too much trouble. This exemplary treatment should be used to improve all teams throughout the hospital and provide a more caring experience for sick patients (to note A&E in particular). Both myself and my daughters were included in discussions about my treatment options (with my consent) and we were kept well informed. I was looked after so well by this amazing team in ESU, thank you all so much.

What could be improved?

Nothing! The whole team are a perfect example to all!

How did you feel?

Well looked after and treated with kindness and respect. Communication is a key when you are unwell. This department made me feel informed about my condition, my treatment and follow up procedures. I feel very grateful.

What was good?

None

What could be improved?

Notifying of operation. Letter dated 01/05/2026 arrived 09/05/2026 on the Saturday afternoon. Says reply within 5 working days or you might be taken off list. Phone this morning but waiting list not taking calls, so in doubt whether I will be able to have procedure. This is not reasonable. There is nothing on the NHS app about this appointment. So I could not have picked it up from there!

How did you feel?

Worried

What was good?

The way that the staff showed care for me during my visit was excellent and they are very good at what they do so this is not a complaint about them in any way.

What could be improved?

Earlier in my pregnancy I went in to the hub for a blood test and I was informed my Papp-A was low and I was given a leaflet about taking aspirin to prevent pre-eclampsia. I informed the nurse during my visit that I was feeling tired and unwell and was struggling to take in what was happening. I was also in the process of moving house. I forgot about it, and found the leaflet while unpacking at my new house during week 22, 6 weeks after I should have already started it. I was gutted that no-one had reminded me of this, no one had been in touch to ask what I thought and if I wanted to take aspirin from week 16. I think there should be a process in place to follow up with anyone who has been given the leaflet. I also think there could be a process to pass it on to the patients doctor for those who want it as prescribed medication, as I had a very stressful time buying it over the counter in boots as their guidelines about taking during pregnancy are entirely different from what was in the leaflet including some nasty side effects that were not otherwise explained to me.

How did you feel?

I felt very upset that I had started late, and even more upset when I was buying aspirin over the counter with very different instructions and side effects from what I had initially been told.

What was good?

The staff were amazing, they explained everything to me and we're very accommodating. Consultant Tim was fabulous and the Student Mia as well. Nurses Helena, Sue and Clarinda made me feel so calm. Thank you!

What could be improved?

Nothing

How did you feel?

At ease, heard and supported

What was good?

Super clean and well organised facility with clear communication throughout. The staff including receptionist, nurses, anaesthetists, surgeon and recovery team were incredible. I felt listened to and fully supported and came away with renewed confidence after turning up very anxious on the day. A huge thanks to everyone for being so caring and kind and expert throughout.

What could be improved?

Nothing

How did you feel?

I arrived very anxious and had ten opportunity to ask all the questions I needed and was reassured and explained everything with honesty and respect

What was good?

Great surgical unit staff are very helpful and friendly answering all my questions and giving me all the information about my cataract op

What could be improved?

Nothing

How did you feel?

Comfortable and well informed

What was good?

Nice building and facilities. All members of staff were welcoming and friendly. A relaxed and professional atmosphere that put me at ease with the care I was having.

What could be improved?

N/A

How did you feel?

I was impressed with the surgical hub and team. It is good to know there are facilities like this in Cornwall.

What was good?

Having somebody with expert knowledge and the willingness to help when other help wasn't available

What could be improved?

That this service is NEVER discontinued

How did you feel?

Listened to, taken seriously. Good to know somebody was there in my hour of need

What was good?

Everyone was very professional, caring and helpful.

How did you feel?

Looked after

What could be improved?

Attended for a MRI, the person who collected me from the waiting room, didn't introduce themselves and then proceeded to ask me a number of personal questions about my health as we walked down a corridor.
I pointed out that I had completed the questionnaire with the answers to these questions to be told that they had to ask them and if I didn't answer the questions then they wouldn't complete the MRI.
We went into a waiting room and continued to ask questions where other patients were waiting, my wife asked about patient confidentiality, we were then taken to a private room.
If the staff need to ask the questions, why do I have to fill the questionnaire in, wouldn't it make sense to do it together.
The clinician then doing the MRI then asked the same questions!
My wife showed them the medication I was on, to then be told they wouldn't be able to give me the medication for the MRI. I would of expected them to know what medication I was on as this has been provided.
They were still able to complete the MRI.

How did you feel?

Frustrated.
Why in the space of 15 minutes did I need to provide the same information 3 times!

What was good?

All the members of staff I came into contact with at the surgical hub, were lovely.
They were professional, friendly and re assuring.
I am severely deaf and they made sure I could understand what they were saying.
Hollie was marvellous as we devised a basic way we could communicate during surgery with hand shakes or strokes…
Mr Pathwarden took the trouble to explain everything to me in advance as I would be unlikely to hear his updates during surgery.

What could be improved?

Unfortunately my cataract surgery had already been cancelled two weeks earlier due to the special lens not being available. I had less than 24hrs notice. But at least I hadn’t left home.

This time 1st May, it was cancelled as I approached the theatre doors!

The day before I caught the train from Penzance ( my home ) to St Austell. My sister who lives near Totnes in Devon, drove down to collect me from the station. We then went to St.Austell Travelodge to stay the night so we were nearby to attend the hub for my 7.30am appointment.
Train fare, petrol, evening meal and hotel cost me £180.

I was told the special lens required a special lens holder which was not available. There was not one available to be sent from Treliske so my surgery was cancelled again.

Much better preparation needed to avoid last minute cancellations.
More heed paid to peoples communication needs. Don’t telephone the severely deaf.

How did you feel?

I feel very upset. The lead up to each op date I am filled with anxiety and stress. The night before the last op date, I woke up virtually every hour worrying. I was so relieved to hear I was first on the list to get it over with.
It feels unbelievable that the presence of the required lens holder, wasn’t checked when it was realised I needed a special lens.
Whose job is it to check everything is available? Something is going wrong.
I was encouraged to give my feedback. However I fear this is not an isolated incident as my neighbours cataract surgery was cancelled whilst she lay on the operating table! ( because she needed a special lens.
It feels the system badly needs changing.

I have always been fiercely independent, but with increasing hearing and sight loss I hate that I am needing to ask help from friends and family.
My sister drove approximately 230miles to help me, all for nothing.

She frequently has to make phone calls on my behalf, which is disempowering for me and time consuming for her.
Despite us always asking that I be emailed or texted I am often telephoned by the nhs. I have asked many times to have deaf put on my notes, but it’s hit and miss depending on department.
(Cherry Vincent who organised my booking communicated with me by email, but there were all manner of other calls from people }

So I now await a new date for surgery and worry what will happen next time.

What was good?

Dr Lisa Verity, Zoe, Sue and Chris were all so kind and compassionate when I had my recent hysteroscopy. It was quite painful and uncomfortable, but they put me at my ease and made the experience so much more bearable than it might otherwise have been. I am so grateful for their professionalism and high standards. They are a real credit to the service and are delivering an exceptional standard of care.

What could be improved?

Nothing

How did you feel?

Cared for and looked after.

What was good?

Sally and Tracey very caring and understand no one else could of cared less was made to feel like an inconvenience to the point I was sobbing and I was just handed some tissue from a black health care gentle no compassion at all, I ask for pain killers and was made to feel stupid by alkila

What could be improved?

Be kinder to patient have understanding, provide medication when needed instead of playing god and making people beg, in the least 5 years due to having cancer I have been in hospital a lot but never have I been made to feel like this I wish I’d stayed in recovery where the people are nice

How did you feel?

Horrible I want to go home and will
Be discharging myself today because of
What a inconvenience I have been made to feel

What was good?

Dr Sarah looked after me while under the pain clinic. An exceptional practitioner. Talented, kind, caring, generous with her time and truly professional in all aspects. Clear communication with me and feedback on outcomes.
She has guided and supported me through the process of understanding myself and my needs to deal with pain and helped me reframe my thoughts so positively. I cannot thank her enough. A true beacon of care provision. A credit to herself and the clinic and hospital. I really would like her to know how much I appreciate her time with me.
Thank you Sarah

Kind regards from Barbara

What could be improved?

I have nothing to offer on this subject

How did you feel?

Cared for and valued

What was good?

The staff were amazing, caring, calm and respectful. What was going to happen at my appointment was explained every step of the way.

How did you feel?

Reassured and looked after

What was good?

George was so helpfull and friendly, he was like so positive and professional to everyone waiting to see the consultants. Anne again was great even though I was the last appointment at the end of a very busy day for them. Great experience all round and that's from someone who had an appointment to be electrocuted. Thanks to the whole team.

What could be improved?

I received a call saying they had a cancellation and took it so was seen quickly do can't complain or suggest an improvement as I'm extremely pleased with my experience.

How did you feel?

Lucky to be seem so quickly.

What was good?

Everything.

What could be improved?

Nothing could be improved. Everything and everyone involved were excellent.

How did you feel?

St Austell Surgical Hub is fantastic. I recently had cataract surgery on my second eye and now I can see perfectly. I thought 20/20 vision was perfect vision. But I now have 20/15 vision, which apparently is better than 20/20 vision. Absolutely amazing. A massive thank you to everyone involved.

What was good?

The unfailing kindness of all the staff, and their real professionalism.

What could be improved?

Cannot think of anything.

How did you feel?

As expected post operation, but with help began to feel half human again.

What was good?

Staff were brilliant especially iris Veronica and lewis

What could be improved?

Nothing as the department were so kind and caring

How did you feel?

I felt I was in safe hands

What was good?

Jane, Helena and Yvonne were amazing.

What could be improved?

N/a

How did you feel?

Very stressed but these members of staff made it much easier for me, thank you.

What was good?

Absolutely everything 😊 From the phone call, 2 days before my appointment, till the minute I was escorted to the door after my procedure the service was exceptional. I received better care than private treatment that has cost me a fortune!
What an incredibly positive experience at a difficult time, every member of staff was fabulous. The management and training team are certainly doing their job well……….dont let the standards slip please!

What could be improved?

Nothing at all, the team have got everything right

How did you feel?

Wonderfully safe and well cared for and very welcome from the moment I walked through the door. Free parking is a huge bonus too!
Everything is so clean and well presented. I will choose the surgical hub for any future procedures, it’s worth the 40 minute derive from home, I will recommend the hub to everyone.

What was good?

The nursing and reception staff were wonderful but I found the surgeon very rough! He sighed when I raised my hand for the second time to say I could feel it and then I was frightened to say again so I felt almost everything and it was horrendous! He also said he’d finished and went in again with machine that wasn’t used on my first eye operation! The scub muse said to squeeze her hand but she squoze mine as I was shaking ! All in all I was pretty traumatized by the experience and wouldn’t like anyone else to go through the same

How did you feel?

Traumatized

What could be improved?

There were serious hygiene and infection control issues, specifically witnessing one HCA that repeatedly touched soiled linen with his bare hands. He was not wearing gloves nor washed his hands afterwards. He did not replace the linen bag, and therefore continued to throw dirty linen on the floor in a heap. When witnessed, the nurse told him to wash his hands, but he only ever used a hand sanitiser after the nurse had walked away. The toilet seat was also covered in excrement.

What was good?

The whole hysteroscopy procedure was fully explained, all staff puts you very much at ease. Felt no pain at all

What could be improved?

Nothing

How did you feel?

When I went in initially felt a little apprehensive, but was soon put at ease by all 4 of the staff involved. Whole procedure was over before I new it. Thankyou.

What was good?

The staff were amazing. I was treated with respect and dignity throughout my visit. I was well informed of the procedure that I was going to have and everything clearly explained to me. I was reassured at all times. All the staff were thoughtful and caring and were very professional.

What could be improved?

I cannot think of anything that could be improved.

How did you feel?

I felt respected and cared for the whole time and was put at my ease, I cannot praise the staff enough for the care I received.

What was good?

Mrs Feldman has been my surgeon, she has been amazing. Everyone I have encountered during my treatment in hospital have been cheerful and hard working, always looking towards your needs even though they work in such a busy and stressful environment where they often seem under staffed.

What could be improved?

I think that there is often situations where they are stretched beyond what is acceptable.

How did you feel?

I felt that everyone always did their best to look after me

What could be improved?

Medical Day Unit mislead us telling that my dad will have automatically book 2 weeks appointment. I called them after a week asking about appointment they told me that consultant did not sign referral and after several a mails and calls that forwarded us to so many different departments we were able to comunicate with apoinments department and now we have to wait two more weeks for my dads procedure of paracentesis. I asked if could be possible to put him in earlier date and appointment department told me that is a doctor fault. My dad is home with big belly - so frustrating because he is suffering and we cannot do nothing just wait

How did you feel?

Mislead

What was good?

Staff were friendly, welcoming and kind.

What could be improved?

Everything was great.

How did you feel?

I felt safe, listened too and respected

What was good?

The care I received from all staff was impeccable, everyone was kind and patient. They explained everything really well and made sure I was comfortable the entire time

What could be improved?

Nothing

How did you feel?

I felt well looked after and listened to. No question was treated as stupid, even if they were

What was good?

The ability to talk to a person, who has an understanding of what you are going through as a carer. The information given was extensive, covering the areas of support available to me, now and should I need anything in the future. Having a contact at the hospital.

What could be improved?

Nothing

How did you feel?

Prior to speaking to the Admiral Nurse I felt lost and vulnerable. Having no relatives or friends near by, that first telephone contact was initially overwhelming, but when I had a chance to think about and then read the information provided, I knew there was help available to me and I felt better in myself, less concerned about what was happening, since I now had access to answers. The service has been a life line for me.

What was good?

Staff: delightful, attentive, first class
Facilities: excellent
Communication before and during very good

What could be improved?

An efficient computer system for client records that can be shared. There appears to be no sharing of information.

How did you feel?

Very nervous, but was put at ease, by the excellent staff.
Sore after the procedure, but not as much as I had expected, and was given more pain relief before I was allowed home.

What was good?

The nurses, I felt well looked after and cared for. What a lovely team you have.
The building and facilities were fantastic.

What could be improved?

Nothing.

How did you feel?

I felt well cared for, looked after and in safe hands. Everything was explained to me and i was updated throughout.

What was good?

Good support and communication from Demelza

What could be improved?

Nothing every thing fine

What was good?

Becca the staff nurse on duty of the night of Monday 20th April was amazing, nothing was too much trouble she was reassuring and went above and beyond to find out answers.

What could be improved?

The wait time was not great,

How did you feel?

In pain a lot of the time.

What was good?

Everything from receptionist, to Mandy calling me in, then Sarah doing a fantastic job with my ultrasound and biopsy! All so friendly, kind and informative 👍

What could be improved?

No need for any improvement

How did you feel?

Nervous, but made to feel comfortable

What was good?

I was able to meet Hayley in person initially which helped enormously when I needed to access the support. It’s difficult to project ahead when you are at the sharp end of caring for someone with Alzheimer’s and vascular dementia. I knew I was feeling that I was running on empty for quite a few months. A few episodes triggered a sense in me that I really had had enough, needed a complete break in order to recharge and was hugely aware that despite having been a healthcare professional myself, I couldn’t think straight. Naturally , tackling whatever came my way it was hugely helpful when I referred myself to the Admiral nurses they were able to have clarity that whilst the focus is usually putting your loved ones needs ahead of your own it was time to put my needs first which meant my husband going into respite to give me the space I needed to simply put the pieces back together in my life so I could carry on. Helping direct me to local services or taking some communications off my hands ( requesting various people contact me) the admiral nurse ( Hayley) through me a life line and continued to keep in touch until I felt able to get back to my role as full time career. The Admiral nurses were highly recommended to me and I was very grateful they were there - getting support when you need it can be hugely challenging nowadays. Thank you.

How did you feel?

Covered above

What was good?

Good? Excellent! More like.

What could be improved?

How can you improve on excellent!

How did you feel?

Amazing! Treated like a member of a great team.

What was good?

Procedure and nurse very nice

What could be improved?

Appointment was missed by appointment team. They did not reschedule my dad for two weeks follow up. It’s been 3 weeks and there is nobody who could answer or put him back for new appointment! I sent emails and calls and they send me with new phone numbers and some of them has “technical issues”.

How did you feel?

Watching my dad suffering because of error of MDU appointment team. Very frustrating

What was good?

The surgical hub at St. Austell was excellent from start to finish. The hub itself is immaculate, a bright, beautifully maintained, building made it so welcoming. As was the receptionist who checked me in. Everything moved along quickly with observations and chats with the surgeon and anaesthesiologist, who allowed my preferred choice of a spinal block for the procedure. I was kept informed all through the procedure, especially when they discovered I’d need more medication and time. I was looked after with care and politeness by all staff with all my needs anticipated and covered. I thoroughly recommend the surgical hub if given a choice, it’s a slick ‘operation’!

What could be improved?

Nothing

How did you feel?

Listened to and cared for.

What was good?

Lisa, Helena, Yvonne and Amanda were so lovely and made me feel very at ease. They provided the perfect care and I couldn’t ask for more.

What could be improved?

Can’t think of anything I would’ve improved

How did you feel?

I was a bit nervous but the team helped massively and I came out with a positive experience

How did you feel?

I would like to express my sincere gratitude and appreciation following my recent cataract operation at the unit in St Austell.

From the moment I arrived, I was struck by how exceptionally well run the unit is. Everything was smooth, efficient, and clearly very well organised, which immediately put me at ease.

Every member of staff I encountered was truly wonderful. They were not only highly professional but also incredibly kind, patient, and reassuring throughout the entire process. As someone who found the operation a little daunting, their calm and compassionate approach made a real difference to my experience.

I felt very well cared for at every stage, and nothing was too much trouble. The team took the time to explain everything clearly and ensured I was comfortable and confident, which I greatly appreciated.

Please pass on my heartfelt thanks to all the staff involved. Their dedication and kindness turned what could have been a worrying experience into a very positive one.

With sincere thanks and appreciation.

What was good?

The booking team were fantastic. Rather than viewing my request for an appointment as an administrative task within a process on a computer system, or treating me like a patient with an issue, they made me feel like a human being. As a cancer patient, that means more than they could imagine. They took genuine time and care to understand my concern about my lymphodema, and relayed the information thoroughly and accurately to my therapist. Every time I contact the department, it feels like a close knit team who all work collaboratively to ensure people feel cared for, and the result is that of all the appointments I have to attend, I can always trust that my experience with lymphodema treatment will be positive - excellent communication, flexible appointment availability, kindness, and a welcoming smile. The team should be so proud of the way they work and the difference it makes to cancer survival.

What could be improved?

Nothing.

How did you feel?

I felt heard. I felt understood. I felt like my wellbeing was as important as my health.

What was good?

Went to St Austell for Cataract removal absolutely, fantastic. From reception right through to the doctor who performed the operation.Thank you thank you thank you

What could be improved?

Nothing

How did you feel?

Looked after

What was good?

The whole process from start to finish was absolutely brilliant. All members off staff were kind, welcoming and patient. My surgeon was fantastic (Dr Roche), he explained everything in clear detail and checked in frequently to make sure I was comfortable. A really well run system and a comfortable experience on what is understandably a nerve wracking day. Thank you

What could be improved?

Nothing

How did you feel?

I felt welcomed and valued. I didn't feel rushed at any time, all of my questions were listened to and answered and I was given clear detail about my procedure. I felt really well looked after and nothing was too much trouble. The experience was as comfortable as it could possibly have been despite being an understandably nerve wracking day.

What was good?

Had cataract surgery 15/4, the surgeon, all support staff and facilities were excellent. I was made to feel comfortable and put at ease throughout.

How did you feel?

Made to feel comfortable and at ease. The surgery was quick in at 08:00 out by 11:00. Very efficient and caring.

What was good?

All the staff were very kind and helpful.

What could be improved?

Nothing

How did you feel?

Very at ease. The procedure was done with little discomfort and over more quickly than I expected.

What was good?

Every single member of staff I met at the Surgical Hub was friendly, thoughtful, knowledgeable, caring and empathetic over two recent visits for procedures.

What could be improved?

Nothing needs to be improved

How did you feel?

Supported and thankful

What was good?

The atmosphere at the hub is so relaxed it really helped me feel comfortable in having eye surgery without the need for sedation. Every member of the team was welcoming, caring and friendly. The surgeon, Kashif Muhammad is excellent and all members of the team made sure I was aware of what was happening throughout the process. I’ve now had both cataracts removed and the results are truly life changing.

How did you feel?

Relaxed, comfortable and confident in the professionalism of the surgical team.

What was good?

Tray was brilliant - helpful, kind and understanding

How did you feel?

I felt heard and understood