"Compassionate Care"

My 91 year old Father was brought into Lister A&E at 10pm during the second week of January from his care home where he had sustained a fall. I has been called to meet him from the ambulance that had picked him up. From the moment I arrived at A&E the team there were fantastic. The receptionist was really helpful and the ambulance crew actually found me as I explained the situation at reception. The ambulance crew were cheerful and compassionate which I think is miraculous considering what these crews must be dealing with during the covid crisis. They made sure I had found my Dad and then even positioned his wheelchair next to an appropriate seat in the waiting area for me. They were lovely and helped me calm down after a fraught few hours. We were seen very quickly, and at each stage from triage through to seeing the doctor to x-ray and the nurses treating us, we were both treated with professional kindness, compassion and good humour. My Dad has dementia but at every turn, the staff engaged with him, talking to him directly, using humour to help him relax and then engaging me for clarification. Everyone was so patient and calm. We were given clear instructions at every stage and I felt I knew what was coming next and what to expect. I felt that every care was taken to ensure that we were fully informed and involved in the process that was necessary, and I really appreciated that thought was clearly given to how treatment was thorough but also how to get us in and out of A&E in the shortest time. I am so grateful for this as at this stage neither my Dad (nor I) had been vaccinated. I am especially grateful to the nurse who seeing our need at 1am for at hot drink after arriving at 10pm, ensured that the tea trolley was made available! We even got a wave goodbye as we left the department at 2am from one of the lovely nurses who treated Dad :-) Thank you A&E staff for your professionalism and kindness in the midst of so many pressures, we appreciate you very much indeed.