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My thanks for staff handling complaint

Posted By MC27

"My thanks for staff handling complaint"

About: Biggart Hospital University Hospital Ayr

(as a relative),

My mother died last year after 10 weeks in the care of NHS Ayrshire and Arran at Ayr Hospital and Biggart Hospital. I made a complaint about the fact that our distress as a family during this time was significantly exacerbated by poor communication and the way we were treated by some staff at the former. I’d like to express my gratitude to the following for making me feel listened to and understood during the complaints process and for their time, patience compassion and kindness - John, Morag, Mary and Lorraine.

It is truly heartening to learn that NHS AAA have such caring people in senior roles.

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Responses

Response from Lorraine Sheridan, Clinical Nurse Manager, Biggart Hospital / Girvan Hospital, NHS Ayrshire and Arran 4 years ago
Lorraine Sheridan
Clinical Nurse Manager, Biggart Hospital / Girvan Hospital,
NHS Ayrshire and Arran

Submitted on 29/05/2019 at 17:05
Published on Care Opinion on 30/05/2019 at 10:44

Thank you so much for taking the time to share your story with us. I am glad that you found this to be helpful and please be reassured that we will be sharing your experience with the staff involved. It was a pleasure to meet with you and your family. While it can be difficult for families to share their experiences with us it is vital to assist us in making improvement Thank you again for taking the time to meet with us.

Kind regards


Lorraine

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Response from John Swiatczak-Steele, Assistant Director, University Hospital Ayr, NHS Ayrshire and Arran 4 years ago
John Swiatczak-Steele
Assistant Director, University Hospital Ayr,
NHS Ayrshire and Arran

Submitted on 06/06/2019 at 07:46
Published on Care Opinion at 07:46

Dear MC27

Firstly, my apologies for the delay in responding to your lovely feedback.

I echo Lorraine's response and I recognise how emotional a time it was for you and your family when you met with Morag and I.

I can only apologise that you had to raise concerns in the first place however I am glad that you did as this gave me an opportunity to meet with you and talk through the issues with you all.

I hope by meeting with me and the team has allowed you to move forward.

Once again, thank you for your kind words.

John

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