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Open and honest yet compassionate and sensitive

Posted By Eirawen

"Open and honest yet compassionate and sensitive"

About: Royal Cornwall Hospital (Treliske) / Acute Medical Unit (AMU) 1 & 2 South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

My mother in law was admitted following a fall in her block of flats. The care she received from ambulance drivers taking her to hospital and staying with her until she was admitted was excellent. Mum lost consciousness & was admitted to AMU for end of life care having had a scan.

With our son & daughter, the staff were so kind they & supportive giving then snacks and drinks and they were looked after as well as mum until we could travel home to Treliske.

I can’t find enough words express how grateful we are for mum's care until her death. The staff looked after us all night and day, and the care they gave mum was above and beyond what we could have imagined. Mum was cared for with dignity, each staff member spoke to her using her name even though she was unconscious, they made sure she was pain free and comfortable constantly night and day. The staff  were open and honest whilst still being so compassionate and sensitive. Every member of staff on the ward were approachable and supportive and above all kind and warm and easy to talk to.

The care my mother in law received was exceptional. We can’t thank all the Drs nurses and support staff enough for everything.

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Responses

Response from Natalie Keogh, Clinical Matron of AMU , SDMA and Discharge lounge, Acute Medical Unit, Royal Cornwall Hospitals NHS Trust 8 months ago
Natalie Keogh
Clinical Matron of AMU , SDMA and Discharge lounge, Acute Medical Unit,
Royal Cornwall Hospitals NHS Trust

Submitted on 12/09/2024 at 11:37
Published on Care Opinion at 12:14

Thank you so much for your kind words. I will be sure to share your feedback with the ward so that the team hears how grateful you are for the care your mother received. We hope her passing was as peaceful as possible and that we were able to provide comfort to both her and your family during this difficult time.

Your feedback means a lot to us, and we’re glad to know that she was pain-free and that you felt our care was compassionate, warm, and honest. It’s important to us that we support not only our patients but also their loved ones, and your recognition of this is deeply appreciated.

We wish you and your family strength and comfort as you move forward together, and please know our thoughts are with you during this time. Thank you once again for taking the time to reach out to us.

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Response from Deanne Hill, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust 8 months ago
Deanne Hill
Patient Engagement Manager,
South Western Ambulance Service NHS Foundation Trust

Submitted on 19/09/2024 at 17:33
Published on Care Opinion at 17:33

Dear Eirawen

Thank you so much for providing us with feedback on the recent service you received from us, it is much appreciated! We are so glad to hear that you were well looked after by the ambulance crew who attended you, though we are sorry that you had to experience this at all.

For confidentiality, your patient information is redacted on this platform and so we cannot find the details of your incident, we would love to pass your message onto the Ambulance crew who attended you and so, if you would be willing to share some additional information, please could you email compliments@swast.nhs.uk with your name, date the ambulance arrived, address and thank you message, we will then ensure this is passed onto to the relevant crew. There is also an online form accessed through our website if this is more convenient.

Thank you again for taking the time to feedback and we do hope you're recovering well!

Kindest regards,

Phil

Patient Engagement Team
SWAST

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