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Responsive and coordinated end of life care

Posted By London-based citizen

"Responsive and coordinated end of life care"

About: General practices in Lothian NHS 24 / NHS 24 (111 service) NHS Lothian

(as a relative),

We are very grateful for the excellent sensitive care provided to our Mum in her last days with us in Edinburgh.  Her immediate family were able to spend time with her at home in the days before her death.  

It was very reassuring to us as a family to have the "system", with all its various intricacies and interdependencies, pull together to make sure that Mum's needs were being addressed as she moved into her last few hours. 

We don’t underestimate the activity and effort it takes to coordinate in this way, and are grateful for everyone who played a part in making that possible – from policy makers to front line practitioners. 

Mum’s wellbeing had deteriorated by a Saturday morning and a call to NHS 24 began the process of a new assessment of her needs.  Thank you to Sarah who answered the phone at NHS 24 and responded kindly and sensitively. 

We had a home visit from an out of hours GP who liaised with St Columba’s Hospice.  Lesley, Mum’s named palliative care clinical nurse specialist, visited Mum and organised additional equipment, the involvement of the District Nurses attached to Murrayfield Medical Practice, additional medication and the involvement for the first time of the Marie Curie “fast track” home care team. 

Thank you especially to Lesley who supported us as a family to keep calm and prepare for the changing situation, as well as to support Mum to receive more hands on care. 

We had a visit from Kerry from the District Nursing team and were able to collect the new medication from the out-of-hours community pharmacy.  Thanks too to the GP who wrote that prescription with all the clearly authorised administration documentation for the District Nurses. 

Belinda and her colleagues from the Marie Curie home care team came in twice on the Sunday and were able to provide very sensitive and careful personal care helping Mum to be very comfortable.   

Mum breathed her last very early on the Monday morning.  We were then supported by Dr Sarah from Murrayfield Medical Practice who has been overseeing Mum’s GP care. 

Thanks too to Right Medicine Pharmacy in Roseburn who we’ve got to know quite well, as we have popped in and out to get new prescriptions and a range of sundries. 

Our heartfelt thanks to all of you. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 25/10/2018 at 16:14
Published on Care Opinion at 16:28

picture of Shona Lawrence

Dear London-based daughter

Thanks for your further posting on Care Opinion. I appreciate that this will remain a difficult time for you, and your family, therefore it is very considerate of you to take the time to thank the staff and services involved in the care provided to your Mum.

It is especially good of you to name the staff and services involved as your story clearly demonstrates a joined-up approach to providing patient, and family, care. Here at NHS 24 we have already shared your original story more widely with staff so that they can appreciate the important role they have in ensuring the appropriate follow on care is arranged for patients in a timely manner. It is heartening also to read of such excellent service provided to your Mum, and to your family, from our colleagues within NHS Lothian.

I wish you and your family well as you come to terms with your very sad loss.

Thank you again for getting in touch.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 5 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 29/10/2018 at 17:05
Published on Care Opinion on 30/10/2018 at 09:47

Dear London-based daughter

Thank you again for getting back in touch with us and please accept my apologies for the delay with my response. Please can I pass on my condolences to you and your family at this time.

Like Shona, I was pleased to hear how "the system" went into action to support your mum to be cared for at home until she passed away on Monday morning. It is lovely to hear how everyone worked together in what was a changing situation. I will share your lovely feedback with the different teams who were involved in caring for your mum as I am sure that they will be delighted to read your very kind words, all the more so at this difficult time.

Thank you again for getting in touch and with best wishes to you and your family at this time.

Kind regards

Jeannette

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