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"Care of Elderly Relative"

About: Ayr Hospital / Accident & Emergency Biggart Hospital / Care of the Elderly Medicine Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My 82 year old mum fell at home and broke her ankle.

From being admitted to hospital via ambulance, to her discharge two months later, the care she received was exemplary

The ambulance crew quickly reassured her, gave her painkillers and calmed her down with humour and patience  On arrival at Ayr A&E, we asked to speak to the doctor looking after her, as mum has many complicated medical issues.  Dr Jo took us to a family room, listened to us, didn't rush us at all and took time to make sure she was aware of all the information needed.  Her attitude and manner (and sense of humour) made the world of difference to a very stressful situation for us.  After a week in Ayr Hospital, mum was transferred to Lindsay Ward at Biggart.  Her care there, from the charge nurse, to nursing staff, AHP's, domestic staff was outstanding.  Every single staff member showed compassion and care to their patients - we witnessed this when visiting, seeing them reassuring patients, checking on them, spending time just chatting with them and making sure they were OK.  The difference in our mum's health on her discharge to when she was admitted was amazing for the family to see.  

Several times, when issues arose, the staff were quick to contact us and were able to resolve any problems.  They were accommodating with the restricted visiting in place and kept us informed at all times during her stay.

We would like to thank all staff involved, especially in Lindsay at Biggart for making a difficult and worrying time for us much easier to deal with.  

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Responses

Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 2 months ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service
Submitted on 06/09/2021 at 09:50
Published on Care Opinion at 09:50


Dear MadMax

Thank you for taking the time to post your Feedback here on CareOpinion.

I am really sorry to read about your mum falling and breaking her ankle. I hope she is much better now and her ankle has fully healed ok.

It's wonderful to read about the outstanding care given from everyone involved in looking after your mum and lovley to read about our crew providing humour as I am sure this would have helped to ease any stress your mum was feeling.

If you would like me to pass on your kind words to our crew, I would be happy to do this for you. If you would like this to happen, please may I ask you email our Feedback team at sas.feedback@nhs.scot with your mum's name and address and the date of when we attended. It would be really helpful if you made reference to your CareOpinion user name which will allow us to link to your story

Thank you once again

Best Wishes to you and your mum

Lesley

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Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 13/09/2021 at 11:30
Published on Care Opinion at 11:30


Dear MadMax

Thank you so much for taking the time to share your mum’s positive experience regarding the care she received from all of the Ayrshire and Arran staff she came into contact with, within the Emergency Department and through to the staff who cared for your mum within Lindsay Ward at Biggart Hospital.

I am delighted to hear that she received such kind, professional and compassionate care from our staff. Your correspondence will be passed to the teams involved, and in particular to the staff you specifically named, to share your kind words and to give recognition for their exemplary care and treatment.

Thank you once again for taking the time to acknowledge your mother's care experience

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