"Thoughtful & respectful"

About: London Ambulance Service NHS Trust Northwick Park Hospital / Accident and emergency

(as a relative),

It was a Sunday evening and I rushed up to A and E, from the south, having called the ambulance for my 94 year old father.  The paramedics were brilliant on the phone, then as I drove into Northwick Park (a two hour drive) I had a call from Dr. Callum telling me how poorly my dad was.  I told him I was just driving into the car park and I rushed in to A and E. Sadly I had to hang around a bit at the reception desk as people were on the phone or discussing other patients, and it was really busy.  Then I was taken to Ressus by a kind and friendly lady whose name I don't know (reception team).

By the time I got to my Dad he was clearly dying, but I made it with about 10-15 mins to spare and was able to say goodbye.  Dr Callum (surname not sure?) and Nurse Michael could not have been kinder, more calm and professional or more thoughtful and respectful.  Considering how busy it was, they both made themselves available and as soon as I popped my head out to say I thought my Dad had passed await they were there.  I was not entirely 100% myself since I had just returned from visiting family in the USA that day and the jet lag was kicking in, so I appreciated their kind direction even more.

So, in short,  well done A and E and particularly Callum and Michael for a professional, respectful, person-centred approach .  You were absolutely terrific.


Response from Patients Relations Manager, London North West University Healthcare NHS Trust 3 months ago
London North West University Healthcare NHS Trust
Submitted on 16/12/2019 at 09:21
Published on Care Opinion at 13:53

Dear Sir/Madam

Thank you for taking the time to tell us about your recent experience in the Emergency Department at Northwick Park Hospital. I was very sorry first of all to learn that your father sadly passed away and would wish to offer you my sincere condolences for your loss.

I was pleased to read that you were able to make it to the hospital to see your father before he passed and that the staff you met were kind and considerate to your situation. I hope that they were able to make what is a sad and difficult time that little more bearable for you.

I will most certainly ensure that the staff in the Emergency Department are made aware of your sentiments. I am most grateful to you for sharing your experience and I know that your kind words towards the nurse and doctor who were in attendance that evening will be very much appreciated.

Kind regards

Peter Hare

Patient Relations Manager