"Friendly, courteous care"

My mum tripped early when out walking her dog and hurt both her ankles. She was in pain and feeling anxious about how she was going to manage. Her hearing is not so good and wearing the masks can make picking up on what people say very difficult at times. 

I was given permission to sit with mum for her stay in a/e. The receptionist was friendly and informative. We were triaged quickly. We were brought through to minor injuries when it opened for the full assessment. S/N David was very respectful of my mum’s needs. He kept her well informed of what was happening and what to expect. The Doctor assessed my mum an came back promptly after mum had multiple X-rays to explain to her that she’d broken her ankle. 

David took great care putting my mum’s plaster of Paris on and again was excellent at explaining how mum was to do her Clexane injections. A very through explanation pitched at just the right level for mum to take on the job of self administered, (which she has successfully managed these last 2 evenings at home).

The Doctor advised mum of what to expect with regards to receiving a phone call from the virtual fracture clinic and also what to do if she didn’t receive that phone call. 

All in all, this was a very positive experience from all staff we encountered, reception, triage, x ray, doctor and nurse.  They a/e department appeared very busy and they still took the time to ease my mum's fears and ensured she understood all that was going on and what to expect.