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"End of life care for my mum"

About: Crosshouse Hospital / Medical High Dependency Unit (HDU) (Ward 4F)

(as a relative),

My mum had battled cancer for 17 years, and ended life in the HDU ward 4F at crosshouse hospital. The staff were amazing, especially a nurse who doesn't normally even work in there, think her name was Cherie, but she usually works in intensive care. I didn't catch the names of the others sorry, but the care they gave my mum and our family was amazing.

There was one member of staff  though who rolled their eyes and sighed every single time one of my family spoke to them. And I mean just a simple, could you please step to the side so I can get my mums yogurt out the fridge. This is when my mother hadn't eaten in days and we were trying to help her, thus taking a small burden off the staff. They were rude to my aunt and my sister.

My mum died, and it was the worst time for our family, and this has left a lasting impression. 

The bigger impression however, was the rest of the staff though, they were so kind and caring and I really wish id got their names, as well as the lady who managed to make my fussy mothers tea to her satisfaction, which as her daughter, is a skill I've never managed!

Before my mum passed away, I was there all night, and a nurse came in and got me a bed so I was more comfortable lying next to my mum. 

When my mum passed away, they couldn't have been nicer and more caring. I really wish id got some of their names as they made an unbearable situation slightly more bearable for us.

I know our family is just one of many who pass through the ward, but it was a moment in our lives that We'll never forget. And We'll remember a terrible situation made as pleasant as it could possibly be for my mum and her family.

Sincere thanks from my family to them all

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Responses

Response from Hazel Hainey, Lead Nurse for Medicine, Acute Services, NHS Ayrshire and Arran yesterday
Hazel Hainey
Lead Nurse for Medicine, Acute Services,
NHS Ayrshire and Arran
Submitted on 04/12/2025 at 10:23
Published on Care Opinion at 10:23


Dear Gladysking

Thank you for taking the time to share your experience with us during such a deeply difficult time for you and your family. Please accept my heartfelt condolences on the loss of your mum. We understand how significant and emotional these moments are, and we truly appreciate your kind words about the care provided by the team on Ward 4F.

We are so pleased to hear that many of our staff were able to offer comfort and compassion, and that their efforts helped make an unbearable situation a little more bearable. Your recognition of their kindness means a great deal to us, and we will ensure your gratitude is passed on to the team, including Cherie and others who supported you.

We are, however, very sorry to learn that one interaction left a negative impression during such a sensitive time. This is not the standard of care we strive to provide, and we take your feedback seriously. We will review this internally to ensure that every family feels respected and supported.

Thank you again for sharing your experience and for acknowledging the dedication of our staff. Please know that your words will be shared with the team, and we remain committed to providing compassionate care to all our patients and their loved ones.

With sincere sympathy,

Hazel Hainey

Lead Nurse Medical Division

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