"My mum's excellent care"

About: East Surrey Hospital / Accident and emergency South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

My 85 year old mum had a bad fall. She hurt her head and hip and was very confused. Everyone from the lovely ambulance lady ( who told my mum what a lovely flat she had) to the fab doctors and nurses where amazing. They made her feel cared for and typical for her generation, she kept apologising for being a nuisance!

She was given a cat scan and an X-ray on her hip and was told all ok. I stayed with her that night as advised to keep an eye on her. She insisted I write something to say a very big thank you. Keep up the fantastic work! And thanks from me as well x

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Response from Nicola Shopland, Divisional Chief Nurse for Medicine, Surrey and Sussex Healthcare NHS Trust

Dear Mummysgirl

Thank you for the positive feedback about your mothers experience, I will ensure the ED team are made aware.

I trust she is recovering from her injury.

kind regards

Nicola Shopland

Divisional Chief Nurse Medicine

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Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear Mummysgirl

Thank you so much for taking the time to provide feedback about the NHS service experienced by your mum when she had a bad fall last month, and I am sorry for the delay in replying.

It is good to know that your mum felt all of the staff were caring, and that the ambulance lady was lovely and complimentary, and I hope this helped to reassure her and normalise the situation a bit, as I'm sure that would have been the intention.

I am pleased to hear that nothing was broken and I do hope your mum is now fully recovered from what must have been a frightening event for her.

Thank you again for your positive comments, which are very much appreciated.

Yours sincerely, Louise Hutchinson

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