"They made a real effort to listen to and address her concerns"

About: Ninewells Hospital / Ear, Nose & Throat Ninewells Hospital / Medical Oncology

(as a carer),

I was so impressed and touched by the way each member of staff, from the porters to the nurses, from the technicians to the doctors, handled my mother during her surgeries and treatment for a rare form of cancer. My mother had frontal lobe damage and very unbalanced because of it, which made her a particularly hard patient for the staff to handle. They made a real effort to listen to and address her concerns, gave her reassurance when she panicked, and never condescended her or dismissed her concerns as fake because they knew they were very real to her. The treatment they provided was carried out with skill, patient, always on time, and accommodated to her needs whenever possible.

I can never thank Ninewells and the staff -- particularly the Spanish doctor that carried out much of the initial treatment, please pass along my personal thanks! -- that treated my mother enough for what they offered both her. I felt so much more at ease knowing that someone I love was being understood and well looked after, so the staff also provided me with a lot of comfort as well.

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Response from Alison Moss, Feedback Manager, NHS Tayside

Thank you so much for the taking time to share your thoughts and perceptions of the care your mother has experienced from all members of the ENT Team, Oncology Team and all the other staff who support them on a day to day basis. All our teams are fully committed to providing their patients with the best care they possibly can and strive to take account of every patient’s individual needs. It is very good to know that their approach to care is empathetic and compassionate; and that both you and your mother had confidence in their skill and abilities and felt supported at all times.

Your comments have been shared with the teams you have mentioned and they very much appreciate that you recognise and value their efforts.

Audrey Warden

General Manager, Specialist Services & Specialist Surgery

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