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The care provided was kind and compassionate

Posted By Polds47

"The care provided was kind and compassionate"

About: Scottish Ambulance Service / Patient Transport Service University Hospital Hairmyres / Emergency Department

(as a carer),

My mother has advanced dementia and unfortunately experienced a fall in her care home in early hours of Saturday. Her dementia makes it very difficult to manage personal or close care as she does not like any invasion of personal space. NHS 24 arranged for her to be conveyed to UHH for XRay and medical assessment as she could not weight bear. An ambulance service conveyed her, along with me to hospital. Both colleagues were fantastically patient and went the extra mile, allowing me to go to go to toilet before they left so I would not need to leave her whilst waiting. 

We were triaged by Nurse Frances and then went to minor injury unit where Nurse Helen and CSW Paula expertly transferred her from chair to trolley and attended to her personal care( all whilst she was in a heightened state of distress). She was then seen by Dr Josh who was considerate of her presenting high distress but still managed to undertake a full and thorough medical assessment ( which was not easy). Thankfully all x rays clear and we were conveyed back home in time for her dinner.

Undoubtedly, the ED is a service under pressure. 4 ambulances at door when we arrived and waiting room was full but the care provided was kind, compassionate and most importantly person centred and as a carer I felt very reassured. Well Done and Many Thanks to all.

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Responses

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service 4 months ago
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 27/02/2025 at 11:17
Published on Care Opinion at 11:17

Morning Polds47,

I'm really sorry to hear about your mother's recent fall at the care home. This must have been really distressing for her and the family. It is really great to read that she was so well cared for by all the NHS staff who treated her and that they treated her with such compassion, kindness and respect whilst offering reassurance right the way through.

Thanks very much for your warm words about the Scottish Ambulance Service staff who took her into hospital and it's lovely to hear they went the extra mile.

Thanks again for taking the time to post this feedback. It is very much appreciated.

I hope your mother is doing ok,

Best wishes,

Mark

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Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 4 months ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 06/03/2025 at 15:49
Published on Care Opinion at 15:49

picture of Jennifer Montgomery

Dear Polds47,

Thank you for sharing you and your mother's experience at University Hospital Hairmyres, Emergency Department.

I am sorry to hear about your mothers fall. This must have been a very worrying time for you, especially with the added stress of your mother's dementia. I am so pleased to hear that our professional team were able to do a thorough assessment and assist with her personal care despite her being highly agitated and upset.

I look forward to passing your kind words onto the team who I am sure will be delighted to hear your feedback.

I hope your mother is recovering well.

Best Wishes,

Jenni

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Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 4 months ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 06/03/2025 at 18:55
Published on Care Opinion at 18:55

picture of Lise Axford

Dear Polds47

Thank you for taking time to share your feedback after a worrying and difficult time. I am pleased to read that all staff displayed kind and compassionate care. Your mother must have been very distressed in a strange environment and various staff members needing to interact with her personal and assessment needs. Frances, Paula, Helen and Josh will be delighted to read your positive comments and these will be shared with them and the wider team as Jenni has mentioned.

I am so pleased to read that your mother was able to be discharged home with no serious injury. However I understand that the whole experience will have been exceptionally stressful.

I wish your mother all the very best and you too.

Thank you again for your kind words, it means a great deal to staff.

Lise

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