"Excellent Care of Patient and Family."

About: Wansbeck Hospital

My mother was cared for on Ward 8 at Wansbeck General hospital for the last 3 weeks of her life. Mum had pneumonia and kidney failure. I wish to express our grateful thanks to all the staff on ward 8 who looked after our mother during this time. As a family, we were allowed open visiting as mum was so poorly and were able to pop in to see her between our shift patterns as well as our time off. During the last 2 days of mums life, we were given the privacy of a side room which allowed us all to be with her around the clock. We were allowed to participate in mums practical cares such as washing and positional changes. ( Two of us are also Healthcare professionals). You can never under estimate the value of being asked "is everything OK ?" "Can we get you anything?" or "would you like a cup of tea?" We were asked these questions often and we appreciated that. The night staff in particular were very supportive and kind. Mum passed away peacefully surrounded by both of her sons and her 3 daughters at 02.45 on 26th September 2014. Even after her passing, we were allowed time to stay with mum for as long as we liked. It was so hard to say goodbye and leave her. Ward 8 staff were kind, respectful and courteous to our entire family and we thank them for that. Our mother was treated with dignity. The only disappointment we had was with the Oasis Room. (nothing to do with the fantastic team on ward 8) My brother went to use the room to get a couple of hours sleep, but the floor was soaking wet in the shower area, there were dirty towels all over the floor, the toilet tissue dispenser was on the floor and blankets were left on the floor . There were empty and part empty drinks cans lying all over the room, and takeaway fast food cartons lying around. He tried to have a snooze on one of the reclining chairs but a family of 9 people came in and put all the lights on and proceeded to eat kebabs and pizzas making a lot of noise even though it was obvious someone was trying to sleep. They made no effort to be quiet or dim the lights when it was evident someone was trying to rest. ( this was about midnight). My brother gave up and left the Oasis room . We did not attempt to use this room again. Once again, many thanks to the entire team of staff on Ward 8.

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Response from Wansbeck Hospital

Dear Ellie, Can I firstly offer you and your family my sincere condolences. It is exceptionally kind of you to get in touch at a time of such acute and painful loss. It sounds like your Mum was so deeply loved by you all. I also cannot thank you enough for your very meaningful and heartfelt feedback. Your description of the care that your Mum received on ward 8 and the support you felt as a family, is such an important reminder for us all of the things that truly matter when delivering healthcare. Thank you. I know exactly how much this feedback will mean to Claire and all of her team. I visit the ward regularly and know just how hard they work. I feel very proud of them all at this moment. I am so sorry and disappointed that brother had a poor experience when using the Oasis room. This healing space was created specifically for families with relatives or friends at the end of life. We wanted to offer a quiet and peaceful place to escape to. It needs everyone to respect it as a shared space with the understanding that everyone using the room is likely to be going through a tough time. I am very sorry this did not happen for your brother. Thank you for bringing this to our attention. I will share your comments with the manager responsible for this area. Please take very good care of yourself and don't hesitate to come back to us if there is anything we can help with. With sympathy, Annie

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