"Today I am writing to say thank you for everything"

About: East Of England Ambulance Service NHS Trust Norfolk & Norwich University Hospital / Accident and emergency Norfolk & Norwich University Hospital / Neurology

(as a relative),

To everyone who works at Norfolk and Norwich University Hospital and the East of England Ambulance service,

We are lucky enough to live in country with free healthcare which we are all too guilty of taking for granted. Today I am writing to say thank you for everything you have done and continue to do.

We have all heard the stories of how the NHS swallows lots of money and has lengthy waiting times, but this is not one of those tales. I have been fortunate to not have seen that side of things. I have only seen the incredible care and attention you have given me and my family.

One evening in June, at approximately 21:30 we lost Elaine. She had a fall at home the previous week and sadly died from her injuries. Despite this sad time, I feel I must praise our dedicated NHS. It is difficult to fully describe the admiration I have for all the NHS staff involved.

Within 5 minutes of Elaine falling, the ambulance service arrived and immediately set to work with care and kindness second to none. They were truly excellent, quickly getting her into the ambulance and raced off to Norfolk and Norwich University Hospital. On arrival we were fast tracked to resus where Elaine was treated for the pain, scanned and stitched up.

Elaine was soon transferred to Easton ward (EAUS) for observation. Whilst on the ward I witnessed staff working incredibly hard to provide both my family and Elaine with such care and compassion. I truly appreciated all their hard work and I am filled with so much admiration and gratitude for everything they have done for us. When she was transferred onto the Heydon ward, she was again looked after with kindness. I cannot fault a single person in their care of Elaine, despite the fact that many of the staff we met were at the end of long shifts, having worked all night.

The entire time Elaine was at NNUH, the palliative care doctors and nurses were absolutely fantastic, offering care and guidance for Elaine and the rest of my family. We felt supported and safe in the knowledge that everything was being done to ensure Elaine was comfortable.

I met so many wonderful people at NNUH, from the porters, to nursing staff, to the doctors. I would love to name all of them, but there are simply too many to count. So, all I can say once again, is thank you. Words do not do justice, the gratitude and respect my family and I have for our wonderful NHS and the staff of NNUH.

Once again, thank you,

Elaine's family


Response from Joanna Harris, Patient Experience Manager, East Of England Ambulance Service NHS Trust

Good afternoon,

Thank you for taking the time to provide feedback about the East of England Ambulance Service. On behalf of the Trust, I would like to offer my sincere condolences for the loss of Elaine.

I would like to pass your kind comments onto the staff involved and would be grateful if you could email eoeasnt.feedback@nhs.net with the date and location the crew attended to so that we can trace the staff involved.

In you email could you please quote JH002 and I will be able to link the information to your feedback.

Thank you again for your kind words of appreciation.


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