"Exceptional Care"

I have just spent 3 weeks in Ward 2D Crosshouse Hospital I feel I must provide some feedback.

As a renal transplant patient, I am under the overall care of Dr Spalding and her team re clinic appointments and since moving to your catchment area over 2 years ago, the care has always been very good.

From the moment I entered the Assessment Referral Unit I knew I was in great care, being nurse led, we appreciated there was only so much they could do, but they quickly got me into a ward within 12 hours and I was admitted into room 10 of Ward 2D.

I do not have the words to properly put into words how exceptional the care was in this ward. From the moment I was moved into room 10, my husband and I were made welcome and everything went quickly into action. The care shown to myself and also to my husband was beyond what was expected.

I particularly want to mention some people, who continually said ‘it’s my job’. but to someone who has never felt so unwell they went above and beyond. Dr Spalding has shown such genuine care and concern (and continues to) in ensuring her team quickly identified what the issue was (a virus called CMV) and had such great patient care towards me and my husband. I was extremely distressed on many days due to high temperatures and an inability to cope with being unwell. For someone so incredibly busy, Dr Spalding took time to sit with both us and clearly and in plain language explain what was being done and what the plan was. As a patient this means a great deal as one does not care about medical terminology all your interest is to get well. Dr Spalding instilled confidence that I would get well and that she and her team would not stop working until I was. With bloods having to go to Glasgow and taking up to four days to send results, her expertise and instinct proved invaluable as she was able to speed things up and get everything moving.

Dr Birch, who initially cared for me is a credit to you. She was very patient, understanding and never missed an opportunity to ensure that I was ok and there was no delays in getting me things to help ease my pain. On one day when I was extremely depressed (prior to diagnosis) she did what she had to do but then took time to explain I was entitled to be down and not to worry. In fact each Dr (two gentleman who’s name I can’t recall - I want to say Alex and Adam but could be wrong) all were fantastic.

I also want to pay huge compliments to the team on Ward 2D - particularly Maureen, Fiona. , Emma, Andrea, Irene. Lee who all made me feel that nothing I asked for was a problem and whilst I tried not to ‘buzz’ or bother them I was continually checked on and had water etc and when I wasn’t able to eat, they would go and find something for me to try. With such a busy ward, I was genuinely touched by this and by the fact they also checked that my husband had food etc and told him to come in whenever needed outside of visiting times and he was only managing about an hour a day.

Also Jackie, who ensured my room was spotless each day and when I wasn’t well would even try to get me drinking to stay hydrated. I cannot speak highly enough of how clean my room and bathroom were each day as given how I felt, this really does make a difference.

Exceptional care by all but two people I have to make a point of naming Diane, who worked at night showed such a genuine concern for my wellbeing as I couldn’t sleep and she would always pop in and check on me despite her busy schedule and at night the ward can be quite an intimidating place, she made me feel calm and even would go out of her way to say goodbye when she went off shift etc. With such a long period in the room in the ward, this really meant a lot.

The other person, who sadly is leaving the hospital to go to Ayr Hospice is Lorna  - there aren’t enough words to say how much this nurse adds to your hospital and the level of care and knowledge she has meant she was able to talk to me when I wasn’t clear on something and talk to us. I was genuinely appalled by how many of the patients shouted and verbally assaulted her and she stayed calm and unflustered and dealt with everyone with a high level of professionalism. She is a huge loss to your hospital, but those who are ending their lives will get care they will be so grateful for.

This is a great service as I wanted you to hear directly how much a patient, who continues to be treated from home, has appreciated and valued the care shown by all staff on this ward and particularly by Dr Spalding and her team to me and to my husband. They all made me feel I was the only focus they had, which when feeling so low is exactly what one wants.

You have a team who go out of their way in patient care on this ward and in the team led by Dr Spalding and I am extremely grateful to be home and getting better each day and I hope you will find time to acknowledge all of these people and the work they do.