"Good problem solving intervention"

Over two days, I made approximately 15 attempts to contact Ward 210 where I knew my 95yr old mother had been transferred to in end of life circumstances.  Each time I called the phone was either engaged or ringing out with no-one answering.  Eventually, when someone did answer, I was surprised to be told my mother had been transferred to Ward 81 without anyone letting me know. I was disappointed and frustrated with my inability to communicate with Ward 210, which exacerbated my stress levels at such a critical time.

I rang Ward 81 in fear of similar contact problems, but was pleased that Alison answered the call promptly, which was a great relief.  Alison immediately recognised my anxieties.  She allayed my concerns regarding my mother's deteriorating situation and empathised regarding the communication difficulties I had experienced. Alison's caring professionalism retrieved the situation. The exemplary way in which she explained my mother's care plan, and identified proposals to overcome the hurdles delaying my mother's return to the nursing home for end of life care, were very reassuring.  Alison's excellent communication skills involved genuine compassion.  Immediately she identified clear actions that she proposed to take, which gave me confidence that she had a commitment to complete them. Over the following hours she delivered on those commitments.  Alison's outstanding professionalism prompts me to draw the attention of management to an exceptional member of staff going above and beyond the call of duty.

I'm sure my frustrations with Ward 210 were born out of being over stretched and staff focussing on patient priorities, relative contact having by necessity to take second place, which I understand.

I wish to place on Alison's record my sincere appreciation for a job well done.  Thank you Alison.