"Genuine concern was shown for patients..."

About: William Harvey Hospital (Ashford)

What I liked

Having accompanied an elderly relative to A&E more than 3 times in the last year I have always found the experience barely satisfactory. However last night, 1st July, I accompanied my elderly mother who had suffered a fit and also has dementia. The staff were amazing! We were there for over 3hrs and she received very good nursing care throughout. They all treated her with dignity and addressed toileting needs regularly. I was fully informed and regularly updated on her treatment. The area appeared cleaner than on previous visits. The staff seemed to genuinely care for the patients and always had a quick word with me as they passed from bay to bay. I was regularly asked if I wanted a cup of tea and shown where the water dispenser was housed. The staff developed a good rapport with me and other visitors throughout the night which had the added benefit of a feeling of genuine concern for everyones welfare. Thank you to everyone in A & E especially one in particular.

What could be improved

Pillows for patients. Each time my mother has been brought in she has fallen asleep and being a frail 88 year old, a pillow would have made her a little more comfortable.

Story from nhs.uk

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