"My Mum's Night in A&E at Stoke Mandeville"

About: Stoke Mandeville Hospital / Accident and emergency

(as a relative),

My mother, who is 91 years old & a resident at Hempton Fields Care Home in Chinnor, had a fall last night & was taken to A&E by ambulance with a possible hip fracture. This was about 10pm.

At 7'o'clock this morning the Nurse from Hempton phoned to enquire as to progress, & no one was even able to tell her if my Mum had had her X Ray. My brother & I both tried phoning the hospital ourselves, & eventually we found out that Mum didn't have a fracture, but despite the fact that she had spent all night in A&E no one could tell us when she was likely to get transport back to the Home. Not good.

However, by 10:30am I was able to find out that Mum had been moved to the Departure Unit (or was it Dispatch? I can't remember) From there on things improved.

A lovely lady called Dell kept me fully up to speed - not only with how things were progressing, but also how Mum was doing in herself. Dell said she was concerned that Mum was refusing to eat or drink, & asked me what I could suggest. I said that Mum's favourite tipple was an instant cappuccino, & by some miracle Dell said she had one & would make it up straightaway! She also phoned the Red Cross Team as soon as they came on duty & got Mum back to her familiar surroundings much more quickly than waiting for the hospital transport, & then she phoned me back to let me know as soon as they had left.

Apparently she also spent much of the intervening time hold Mum's hand & generally helping her to stay as stress-free as was possible under the circumstances. Thanks so much Dell - the one bright spot in the whole sorry saga!

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Response from Buckinghamshire Healthcare NHS Trust

Dear FredBear

We are sorry to learn that your mother had a fall recently and had to attend A&E at Stoke Mandeville Hospital. We can understand how worrying this must have been for you all. It is comforting to know however that the member of staff 'Dell' offered you much needed assistance, with a caring and compassionate manner. Please pass on our best wishes and hope that your dear mother is now feeling much better.

Buckinghamshire Healthcare Trust appreciates that feedback from patients as well as their relatives is invaluable. This helps us to shape how we work in the future, and we would be very grateful if you could spare the time to contact us so we can understand and learn from this experience to help us improve our service. It would also give us an opportunity to identify 'Dell' so that we can share your compliment with their Line Manager for recognition.

If you are happy to share more detail, please contact our dedicated Patient Advice and Liaison Service (PALS) on 01296 316042 or email PALS@buckshealthcare.nhs.uk

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