"person centred care"

About: Ellen's Glen House

(as a friend),

Our dearest friend was a patient in Ellens Glen House and sadly died there almost 2 years ago. All throughout her cruel and progressive illness she was treated with the very best of care from all the staff; nurses, charge nurse, doctors and domestic staff. Each and everyone involved in her care showed her respect, dignity, compassion and also great humour! The staff also went out of their way to ensure we were always kept informed and involved in her care, right up to the end.

Our friend told us how comforted and safe and loved she felt there.

The staff made her feel that way and for that we will be forever grateful.

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Responses

Response from Craig White, Divisional Clinical Lead, Directorate of Health Quality and Strategy, Scottish Government

picture of Craig White

Dear bobandmurphy,

Thank you so much for taking the time to use Patient Opinion to provide your feedback on the care and compassion shown to dear friend by the staff of NHS Lothian. I was very touched by your description of the impact that this had on her - particularly the way that you outlined the comfort, safety and love experienced. Your feedback is also such a powerful illustration of the impact of person-centred care on relatives, carers and friends - at the time the care is being provided and afterwards.

I have recently started work with Scottish Government as a Clinical Lead in the Quality Unit - part of my 'remit' is pallative and end of life care. I am going to make contact with my colleagues in NHS Lothian to see if I can visit Ellen's Glen House and learn more about their approach to care. I am sure this will help with our work within Scottish Government to advise and support staff across Scotland to provide the same high quality care that your dear friend received for everyone else in the country with similar needs for care and comfort.

With best wishes,

Craig White

Professor CA White

Divisional Clinical Lead, The Quality Unit, Scottish Government

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Response from Stuart Wilson, Director of Communications and Public Affairs, NHS Lothian

Dear Bobandmurphy

Thank you sincerely for taking time out to pass on such positive feedback about your friend’s care at Ellens Glen House.

Let me first of all pass on my condolences for your loss but echo Professor White’s words about the power of such feedback.

The treatment and care of patients is our absolute top priority and I am pleased to see that was the case for your friend in the last days of her life.

Our staff place a great emphasis on dealing with patients approaching the end of their lives with care and compassion and I am glad that was your friend’s experience.

I will pass on your kind comments to the team concerned.

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