"Excellent care of a patient with severe..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

These comments relate to an attendance at A&E yesterday by my 93 year old aunt following a fall in her Care Home. She has severe dementia and is not always easy to deal with.

I want to thank the staff for the way in which they took account of her underlying condition and made everything as pleasant for her as possible.

She was treated with respect throughout and consideration given to how distressed she might become when undertaking any procedures.

The paramedics who transported her had established a rapport and were anxious to ensure her comfort at all times. The male nurse who first saw her ensured I knew at all times what was happening and returned several times to check that all was well.

The two female radiographers worked very hard to ensure all films could be taken, despite my aunt being rather unco-operative & involved me in positioning her to ensure a good result.

The doctor showed a good understanding of dealng with a dementia patient and the need for her to return to familiar surrounding asap.

The nurses who treated her minor shin injury were also very good.

I was fully included at all times and I know this was of help to my aunt.

I cannot fault the care my aunt received and I was impressed with the way she was considered as a whole individual and her dementia taken into account.

She was able to return to her Care Home having been fast tracked to a St John's Ambulance to prevent her waiting for a long time in A&E.

She is well this morning and not too unsettled by her experience.

Thank you to all the staff concerned. My experience of other such situations at other hospitals has not been of such good care for her.

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Response from Queen Elizabeth I I Hospital

Thank you so much for taking the time and trouble, at what has probably been a pretty busy time, to let us know how well our A&E and radiology colleagues at the QEII, as well as the ambulance service, supported both your aunt and yourself following her fall on 30 November in your aunt's care home.

Our staff across the Trust, under the guidance of dementia champions, have worked hard to ensure that those with this condition are treated not just with respect and dignity at all times, but with an understanding of how to care for someone with dementia.

It can be challenging to all concerned, but your experience shows that making that effort pays huge dividends.

We hope that your aunt continues to settle back again well at her care home and that - for all the right reasons - she has no need to use our services again in a hurry!

In the meantime, we'll make sure the A&E and radiology teams at the QEII get to read your kind words.

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