"Exemplary care for my mum"

About: East Midlands Ambulance Service NHS Trust / Emergency ambulance King's Mill Hospital / Cardiology

(as a carer),

One Sunday in May my mum became unwell. As her main carer I had no option but to call 999 for help.

The crew arrived promptly and with care and compassion admitted my mum to ED. On arrival at ED my mum was immediatley attended to by a very caring nurse who introduced herself as "Amy". The short stay in ED was fantastic, caring, compassionate staff at all times, I was even offered a drink - thank you.

Mum was assessed by Senior Registrar (cardiac) who again displayed the utmost diginity and respect to meet the needs of my poorly mum. After a short stay in ED mum was transferred to EAU where again the quality of care was exemplary.

Everyone on EAU was kind, helpful and happy, always a smile what ever the request. Thank you to the kind catering assistant who located some food which mum would eat.

Late Sunday evening, mum was then transferred to Ward 23 - wow what a lovely place that was. Yet again consistant high quality care delivered no matter what time of day. All nursing staff spoke to both my mum and me as her carer, not at us or dictating what was happening next.

I work full time but the nursing staff assured me that visiting my mum out of visiting hours was not an issue - thank you. During the three day stay on Ward 23, EVERYONE who came into contact with mum was very professional, kind, caring and reassured mum. When I phoned the ward each morning, every message was passed to my mum.

I know Patient Opinion is often used to criticise care but I wanted to share my positive experience and sincerely thank all staff involved in the care for my mum. Thank you again.

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Response from Rebekah Marong, Communications & Engagement Support Officer, Communications and Engagement, East Midlands Ambulance Service NHS Trust

Dear Stanleydog,

Thank you so much for taking the time to share your lovely words about our crew.

It's wonderful to hear that you felt your mother's experience was positive, caring and compassionate, and that our crew treated you both so well.

If you are able, we would appreciate you sharing your comments with our Patient Advice and Liaison Service (PALS) team, with as much detail as you can (e.g. date, time and location), so that they might identify the crew that cared for your mother that day and share your words with them. You may contact the team via telephone on 0333 012 4216 or email PALS.Office@emas.nhs.uk.

I wish your mother a speedy recovery.

Best wishes,

Rebekah Marong

Communications & Engagement Support

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Response from King's Mill Hospital

Please accept our sincere apologies for the delay in responding to your kind message.

Thank you for taking the time to share your positive experience. We are pleased to hear your comments about your mother's care.

Your feedback has been shared with the relevant staff and we all wish you and your mother well.

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