"Compassionate,sympathetic and empathetic"

About: Good Hope Hospital

My 93 year old mother-in-law was rushed into A&E early on this particular morning by ambulance. She was resident at a local nursing home and had suffered a catastrophic collapse caused by an aortic aneurysm which was haemorrhaging and inoperable. We received a phone call at 6.30am alerting us to go to A&E as soon as possible. Upon arival my wife (her daughter and only living relative) and I wer met by the medical team when a quiet room an they explained very sensitively and compassionately that nothing could be done to save our mum. The surgeon told us that they would look after her in the same way they hoped we would look after his mum. They reassured us that she would not feel any pain but that she would slip way peacefully over the coming hours. Throughout the time we remained at her bedside the staff monitored her condition and offered us support. After she passed away processes and procedures regarding death dedicates, registering her death Tec were all explained calmly and carefully to ensure we understood what steps we needed to take. We were so appreciative of the way everything was done to minimise the trauma of loving our loved one. We were given a very helpful booklet in which the charge nurse had thoughtfuly written all the phone numbers we would need. It was just over a week later that we visited the bereavement centre to collect the certificate to enable us to formally register her death in Birmingham. Once again we were dealt with great compassion and everything clearly explained to us. Thank you for treating her and us with such professionalism and care.

Story from NHS Choices

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Mr Brown

Firstly may I extend my sincere condolences to you and your family on hte very sad death of your mother, this must be a very difficult time for you and I am very sorry for your loss.

Thank you so much for your feedback regarding the care and compassion in which your late mother and your family were treated with throughout the time she was in hospital, and your experience with the Bereavement Team and the information and support you were given.

I will ensure your feedback is communicated to the Accident and Emergency Management Team and Matron who will highlight this to all of the Emergency Staff who work very hard to support all of our patients and their families in difficult circumstances. I hope my actions are acceptable.

Once again thank you for taking the time to provide your comments and feedback at such a sad time, patient and family feedback is extremely important to us.

Kindest regards

Marie Helebert

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