"A&E visits"

About: Queen's Medical Centre

I attended the A&E Department today, accompanying my brother who had been taken there by ambulance. From the attention he got from the paramedics to the phone call he received when he got home to make sure he was OK was excellent. This attention he has not always had in the past, last time he was discharged at 3.00am and 'dumped' on B floor where he fell asleep due to his condition and then got a taxi home 2 hours later. Today he was checked during his time there twice re liquid and food intake and was offered tea and toast and later a sandwich. The way in which he was dealt with by the Doctor was in a caring and professional manner, the doctor showed a greater level of emotional intelligence than many other doctors I have seen, the doctor's trainees have an excellent mentor/coach to learn from. As I had to leave my brother before he was discharged I asked the Dr to call me to confirm the action to be taken, which I got within 15 minutes of me leaving the hospital. If this is how the department can operate then I hope they can maintain it for all patients.

I have also had need to attend the same department 2 months ago with my mother in law who was seriously ill and who sadly died 6hours after arrival - again from the paramedics to the visit back to the hospital at 1am following her death she and we were all treated with the greatest respect and kindness.

The only negative I have to comment on in both visits is the process and communication in the IAU area, I would be happy to discuss my concerns if you wish to contact me by e mail with a contact number.

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Response from Queen's Medical Centre

I am pleased to hear that your recent experiences of our Emergency Department have been positive ones – however it is important that we consistently deliver the highest standard of care to our patients.

I would welcome the opportunity to speak to you about IAU so that we can make improvements for future patients. You can contact me on extension 66490 or email me at lucy.thow@nuh.nhs.uk.

Wishing you and your family well Lucy Thow Matron, Emergency Department

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