"Everyone Mum & I dealt with was caring, friendly..."

About: Ipswich Hospital

What I liked

I'm completing this on behalf of my 86 year-old Mum, who has dementia and has recently moved into a care home.

Mum had an appointment to have a heart monitor fitted for 24-hour test. She had hospital transport from the care home, and I arrived at Heath Road separately to meet her there. I was rather anxious as my bus had arrived late, but was immediately greeted by two very helpful gentlemen, who were volunteers. They showed me where to find the Cardiology department. Mum was already there, and wanted to use the loo. I told a nurse who was passing & straight away she went to fetch someone to help her take Mum to the toilet.

When they returned, I realised that the other lady helping Mum was the Cardiologist herself. The Cardiologist was friendly, gentle, and very good at explaining the procedures to Mum, who was confused and doesn't like hospitals.

At the end of the appointment there were no other patients waiting, so the Cardiologist accompanied Mum & me back to Reception to ensure that we were in the right place to wait for the Hospital Minibus. The Minibus drivers were equally kind, friendly and helpful and I felt reassured that Mum would be fine on the journey back to her care home.

Anything else?

When I was telling a friend about the great service at Heath Road, she said there was a rumour that a reorganisation is planned regarding the volunteers who work there.

I just want to repeat how much I appreciated the volunteers' help when I arrived at the hospital. The receptionist was talking to another visitor, and the gentlemen noticed my anxiety at being late and unsure of where to go. They provided the human touch, which was far more valuable to me than any maps or interactive computer could have been at that time.

If changes are planned, please let it be for more volunteers rather than fewer (or none).

Story from NHS Choices

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Response from Ipswich Hospital

Thank you very much for providing this excellent feedback on the personal service your mother received during her recent visit to the hospital. Your comments have been passed on to the teams involved.

We value the important contribution made by our excellent volunteers and have no intention of reducing the wonderful work they do for the Hospital. We have recently appointed a volunteers manager to coordinate this valuable service and increase the areas volunteers provide help in, so there are certainly no plans to the contrary.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful