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"Excellent care all day"

About: Northern Ireland Ambulance Service / Patient care services The Ulster Hospital / Emergency Department The Ulster Hospital / Radiology

(as a relative),

Ambulance collected Mum from care Home & I accompanied her to  A&E  in the Ulster Hospital . We were greeted in triage by 2 lovely members of staff. I let them know my Mum has dementia & she was treated with great kindness. Bloods & assessment completed with no distress for Mum.

The staff looking after her on admission were also brilliant. I only remember Erin’s name , who not only cared for my mum but looked out for my elderly Dad too. 

Mum was distressed for the initial,  unsuccessful Xray. I accompanied her the second time. I sang with her for distraction. An A&E Dr, a lovely agency nurse and the radiologist Robyn all sang along to help Mum get through her Xray. Her discharge was then expedited and an ambulance picked her up with 45mins. 

The staff, particularly those that helped  Mum through her  Xray, were so amazing. I told so many people how they went above & beyond. 

I must also mention both ambulance crews, who were from the private sector. They were great with Mum and the quick responses made a huge difference to my Mums day. 

Excellent care all day & a big thankyou from my family. 

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Responses

Response from Jennifer Nicholson, Lead Nurse - Emergency Care, Emergency Medicine - A&E, South Eastern Health and Social Care Trust last week
Jennifer Nicholson
Lead Nurse - Emergency Care, Emergency Medicine - A&E,
South Eastern Health and Social Care Trust
Submitted on 30/05/2025 at 16:22
Published on Care Opinion at 16:22


Hi Citi

Thank you for taking the time to tell us of your experience when you attend the Ulster ED with your mum. It is great to hear how staff did everything to help support and reassure your mum at a difficult time for her. It is not my first time to hear of staff singing to patients in an attempt to calm them which is a lovely added touch.

I will share your feedback with the staff who will appreciate your comments.

I hope you are all keeping well.

Kind Regards

Jenny

ED Lead Nurse

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Response from Emma McCracken, Plain Film Imaging Lead, Radiology, South Eastern HSC Trust 5 days ago
Emma McCracken
Plain Film Imaging Lead, Radiology,
South Eastern HSC Trust
Submitted on 02/06/2025 at 10:52
Published on Care Opinion at 10:56


Hi Citi,

Thank you for taking the time to comment on your recent experience.

I am pleased to hear that after your mum's initial difficult x-ray, she was able to have a more positive experience. I am glad that everyone joined in the singing and were able to put your mum at ease.

I will pass your feedback onto Robyn, I know she will appreciate it.

Kind Regards

Emma

Plain Film Imaging Lead

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Response from Neil Gillan, Co-Production & Partnership Lead, Quality, Safety & Improvement, Northern Ireland Ambulance Service 5 days ago
Neil Gillan
Co-Production & Partnership Lead, Quality, Safety & Improvement,
Northern Ireland Ambulance Service
Submitted on 02/06/2025 at 15:04
Published on Care Opinion at 15:04


picture of Neil Gillan

Good afternoon Citi,

I would like to begin by thanking you for taking the time to share your experience of the Northern Ireland Ambulance Service. It was heartening to learn of the huge difference both crews made to your mum’s day. As an organisation we are committed to consistently showing compassion, professionalism, and respect for the patients we care for.

Best wishes

Neil

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