"Thanks for the thankless things"

About: Freeman Hospital

I just called to check on my dad. Since I now live in Texas , just talking on the phone is so important. I talked to a nice lady that let me know that Dad can not be moved yet. I explained who I was and asked if she could just pass on a message to let him know I was asking after him. You know - Just let him know we care. Without any prompting from me, she decided to forward the ward phone to her mobile and take it all the way down to his bed, just so I could say hello to him. It was wonderful to talk to him, to hear his voice and tell him we are all thinking of him over here. I can tell you I was very moved by her act of kindness and compassion. I don't want to get anyone in trouble so I left out identifying information here but I wanted to let your staff know the immense power of doing the little things , please keep doing them. And of course say thank you very much.

Story from NHS Choices

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Response from Freeman Hospital

Dear Clive, Thank you very much for taking the time to post your feedback on NHS Choices. We understand that being away from family when they are in hospital can be a very worrying time so it is very pleasing to hear that a member of staff recently helped you to talk to your father. The aim of the Newcastle upon Tyne Hospitals NHS Foundation Trust is to provide ‘Healthcare at it’s very best… with a personal touch’ so it is very pleasing to get your feedback. If you could let us know the area or staff concerned, we would be happy to pass on your thanks and compliments to the staff member concerned. There would be no suggestion that anyone would get into trouble for acting with such compassion – in fact, you may wish to nominate this staff member for one of our ‘Personal Touch Awards’ – a staff award scheme designed to highlight and reward staff who do that bit extra to ensure patients and their families or carers get the best possible experience of the Trust. You can see more information about the awards and how to nominate on our website (www.newcastle-hospitals.org.uk/patient-guides/comments-suggestions-or-complaints_personal-touch-awards.aspx). Thank you once again for posting your comments.

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