"Outpatients surgery day cases, children's dental."

About: Queen Elizabeth The Queen Mother Hospital

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I don't know where to start or how to thank the staff. Friday 11th October, we brought our profoundly deaf, autistic daughter with cerebral palsy in to have teeth extractions and fillings under general anesthetic. She had no idea what was about to occur - her lack of language would have made that impossible. And if she had had enough language, her fear would have made it equally impossible. From the minute we were there, every member of staff was incredible. Friendly, approachable, kind....amazing. The nurse looking after us was brilliant. The very lovely anaesthetist listened to us, allowed me and my husband to administer the initial gas and air to prevent our daughter dissolving into terror before the op, involved us in every decision. The dentist and team in theatre were helpful, kind, respectful. Even when Nessie came round from the anaesthetc and went bananas, screaming at the top of her voice, kicking, biting her own arms, needing restraint, a miriad of helping hands appeared without request, all the way through asking us what we needed them to do, listening to what we said. . They were kicked and hit (by Ness, not her parents!!) while she raged and screamed in fear. There was not one complaint from the staff, they treated us with dignity and respect while we tried everything to calm her down and stop her injuring herslf. Terrified out of her mind, it was clear that she did not recongnise us (her parents) and perceived she was being assaulted. We were allowed to stay in a side room, on our own to try to bring her out of the terrified frenzy she was in, all the time being offered help should we need it. Nurses popped in and out to make sure we were ok throughout. When she eventually calmed down and took her home, within an hour of arrival home, I had a call from the nurse on the ward to ask how Nessie was - and how we were. (Absolutely fine by then, as if nothing had ever happened!) This is the NHS at its finest. I could not fault a single thing. In fact, I would like to thank every member of that team from the bottom of my heart. Exceptional care, by exceptional staff. Thank you all. Sonja Bigg

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Dear Sonia, thank you so much for taking time to provide us with lovely feedback. I am so glad we were able to care for your daughter and yourselves in a way that was helpful to you in a very stressful situation for you all. We are very proud of our staff and I am sure they will appreciate your feedback. Hope all continue to be well and we can continue to support you should you need our services again.

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Response from Queen Elizabeth The Queen Mother Hospital

Dear Sonja Thank you for your kind words and we are really pleased to hear that both you, your husband and Nessie had such a positive experience. Your comments will be fed back to the staff involved in Nessie's care. Positive feedback is an extremely powerful tool to motivate staff and we are grateful that you have taken the time to provide us with your comments. We are pleased to hear that as traumatic as it must have been for Nessie that once she was home the hospital experience was not foremost on her mind.

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