"Not surprised with the standard of care as it was..."

About: Russells Hall Hospital

My daughter was admitted to a/e at 02-30 hrs on the 10th of February 2014.On arrival at reception we were treated with respect and even though my daughter walked in we were not treated as if she was wasting anyone`s time. She was taken into a cubicle to have an E,C.G. taken and was quickly whisked away. The sister did say something however I did not catch what she said. I was under the impression that she was just being moved out of a triage cubicle to vacate a triage one. I was then invited to wait in the family room while the doctor examined my daughter and offered a drink, still no alarm was indicated and just wen along with what was happening. What I was not aware of was that my daughter was giving cause for concern. I was later taken into the resusitation room when the doctor had left my daughter. The nurse that took me in was so calm and stated thatb my daughter was now talking and the doctor had left her. It was only at this time my daughter had told me what had happened. The male nurse who was looking after her was so professional and informative he could not be faulted. It was a pleasure to meet him. Later my daughter was taken into a normal cubicle given some medication of which every item was explained to her and what it was given for. The advantages of each drug was explained.Later we were aware of just how busy the unit was. There was such a quiet calm atmosphere we felt that we and a few others were the only people that were there.I was amazed that breakfast was offered to the patients and also a light lunch later on, I have never seen that in an A/E department before. When we were told there would be a delay in my daughter going to the E/A ward however she needed more blood tests we offered to go home and come back for these procedures because at this time my daughter felt well and as the unit was so busy we felt that she was bed blocking. A doctor came from E/A to apologize for the delay and explained what was going on. What did impress me was how clean every where was and I noted that as a porter walked down the corridor he picked up a piece of paper and binned it hence the pride taken in the unit .The unit was extremely busy however there was a calm and peace over the unit . This was a unit that any Trust should be proud of. The care was holistic for the patient and family. Every procedure and action was explained in language that could be understood.When the registrar came to explain to my daughter what they thought had happened he included me in the conversation. My only comment is yes was nice that mugs or cups were offered but the two that were offered to us were very badly cracked however that is not a life of death situation. no one could have received better care under extremely difficult circumstances. Well done Russell's Hall. You should be proud of your hospital.I am proud to be associated with you.

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Response from Russells Hall Hospital

Thank you, Pat, for taking the time to post your feedback about your daughter’s care in our Accident and Emergency department. We aim to offer the highest standards of care and we are delighted by your positive comments. A&E can get very busy and it is a credit to the staff who looked after your daughter that they were able to foster an atmosphere of quiet and calm. We have passed your comments onto the team in A&E. The matron has confirmed the cracked mugs were replaced at the time so thank you for raising it with the staff.

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