"My elderly mother"

About: Good Hope Hospital / Accident & emergency West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

My elderly mother had a nasty fall in her lounge whilst I was in the kitchen. There was a scene of devastation when I went in there. I dialled 999 and an emergency services ambulance assisted within minutes.

The paramedics were brilliant and calmed my mother down. She was taken to Good Hope hospital A&E. The services cannot be faulted, from the consultant who finally dealt with my mother to the young male student nurse from BCU. Although very busy, there was time to bring Mum a cup of tea when initial assessments were made. She had a toilet accident when she fell and this was managed sensitively, helping Mum to keep her respect. A delightful young doctor, looking slightly pregnant, asked a series of questions and examined Mum. The consultant came in and supported the young doctor's findings. It was an excellent example of mentoring and checking. After X-rays, Mum was finally admitted and eventually was given a bed on Ward 21. The cleanliness and care again cannot be under-estimated. This is practice at its best.

If I have any criticism at all, it is the waiting times in A&E but if you observed as I did the number of people coming into A&E and the staff dedication to care for all this vast range of patients, then you can understand the problems. Whilst the young doctor was examining Mum, she had to leave quickly to attend a cardiac arrest patient in X-ray. She caught up with Mum after this event. Considering the stressful environment, I am amazed at the calmness of all staff.

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Response from Matthew Cooke, Deputy Medical Director, Heart of England Foundation Trust

Thank you for your feedback. I am delighted to hear of the excellent care you received when you visited A&E with your mother. I will make sure the staff see your feedback.

I am sorry that you had to wait because of the department being so busy and thank you for your understanding.

I hope your mother is now making good progress.


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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Thank you for your feedback and I hope your mother is recovering well.

Where possible the Trust like to share patients experience with the staff members involved.

If you would like the Trust to share your experience I would be grateful if you would consider contacting the Patient Experience Team on telephone number 01384 246366 or pals@wmas.nhs.uk

Thank you



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Response from Arne Rose, Consultant, Associate Medical Director for Good Hope Hospital , Management, Heart of England Foundation Trust

Dear Barbara,

thank you for your kind comments, I will also feed this back to ward 21. Hope your mother is making a good recovery.

Many regards

Dr Arne Rose

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