"Efficient, Effective and Compassionate Care"

I brought my normally fit and well mum to QEUH A&E after she had a very worrying sudden severe headache which gave us great cause for concern as it was unlike anything she'd ever experienced before. I have to say, as an NHS healthcare professional myself who works in an acute London hospital, I understands the pressures the NHS system and staff are under and was absolutely astounded by the efficient, thorough, outstanding care my mum received at QEUH.

She was triaged in A&E within 15 minutes of arriving by a lovely nurse who took some obs and immediately found her a bay in majors, brought a doctor to see her who arranged an urgent CT head scan. Within 90 minutes of walking through the front door, she had been assessed by a doctor (I think her name was Emma), had bloods done and had already been for her head scan.

Despite the initial scan and bloods being reassuring, a very understanding and polite doctor explained that there was a diagnosis they couldn't rule out from these investigations alone and therefore they would like to admit her to a ward to possibly conduct a lumbar puncture. My mum was quite upset at this and the significance of this procedure, but the doctor was incredibly calm and patient in explaining everything.

Within 2.5 hours of arriving, they had found a ward bed for mum which she was swiftly taken to. She had been offered lunch and looked after well while she was in A&E. She was taken to ARU2 where the staff were all very pleasant and found mum her room after a short wait. I was so impressed at the design and layout of the ward, with all rooms being individual side rooms which gave my mum the peace and privacy she needed.

Despite the ward being very busy, my mum was brought water and ordered food for dinner and a pleasant nurse came to run through some initial admission questions and do more observations.

Dr Laura came to see mum a few hours after she arrived on the ward, she was extremely pleasant and understanding and conducted a very thorough physical exam and history from my mum. Nothing was left to chance and she then discussed my mum's case with her senior, Dr Bear, and then the consultant who I understand was Dr Maitland.

In the end, it was decided that no further investigations were needed and I was able to bring my mum home with me, with a fully completed discharge letter, approximately 9 hours after we first arrived.

Everyone we met along the journey was polite, professional, kind and understanding. They took mum's presentation seriously and conducted all necessary investigations, not leaving anything to change or dismissing any of her symptoms. The way all aspects of the hospital system functioned was very impressive, from receptionists to clinical staff, porters and catering.

I was blown away not just by the kind and compassionate care, but the efficiency with which everything was done. I know from experience in my own hospital, it is quite likely mum would still have been sat on a plastic chair in A&E 9 hours later and I am so glad she was seen at QEUH instead.

I would be very grateful if our appreciation and thanks can be passed on to the staff in A&E and ARU2, particularly those mentioned. They do an incredible job and provide excellent care, even under stressful circumstances. It is very much appreciated.