"Well done LGI, Keep up the good work"

About: Leeds General Infirmary / Accident and emergency Yorkshire Ambulance Service NHS Trust / Emergency ambulance

(as a relative),

my mum is in her 80s and is prone to falls. She regularly attends both A&E departments especially St James's.

She had a fall last night and had to be taken to the LGI strapped down to a board with a hard collar on and blocks to keep her head still in an ambulance. The staff on the ambulance were just lovely and constantly ensured mum knew exactly what was happening.

At first I dreaded yet another long wait in a cubicle not knowing what was going to happen, but I was pleasantly surprised. We were greeted by a lovely nurse who introduced herself as 'Shakira' (sorry if that is misspelled) she was friendly and jolly and explained to both mum and I what would happen she made sure mum was comfortable, offered her pain relief and explained exactly what would happen.

After a number of tests we were moved to another room to wait for a Dr. Again I dreaded a wait with my terrified mum being strapped down, but again I was surprised. Another nurse 'Jess' came in, she held my mothers hand, reassured her and asked us both if we would like a drink. She then informed us we were next to be seen, but if we needed anything while we waited to not hesitate to ask as it was no trouble.

Mum was then seen by a lovely Male doctor who removed the collar but advised mum stay on a ward overnight for observation and assessment of her mobility. Mum is now recovering on a ward at St James hospital and hoping to come home in the next couple of days.

Even though the A&E department was busy from the onset we were greeted with friendly approachable staff who frankly made the whole experience a lot less frightening for both my mum and I! I felt I had to write this as I was so impressed. Well done LGI, Keep up the good work.

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Responses

Response from Anne-Marie Haigh, Quality Co-ordinator, Yorkshire Ambulance Service NHS Trust

Thank you for taking the time to give this feedback. We appreciate this compliment about the Yorkshire Ambulance Service and our staff.

If you would like to pass on your comments to the individual ambulance staff who cared for your mother, we would require further details to identify them. If you would like to discuss this further you can contact our Patient Relations department, email: patient.relations@yas.nhs.uk.

Please give our best wishes to your mother, we hope she is recovering well.

With kind regards

Anne-Marie

Anne-Marie Haigh

Quality & Risk Co-ordinator

Yorkshire Ambulance Service NHS Trust

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Response from Leeds Teaching Hospitals NHS Trust

Dear Mrs M53

I was very pleased to read that you and your mother had such a good experience of A&E at the LGI. We strive to provide all of our patients with the best possible treatment and care when they visit our hospitals. We have passed on your comments to the staff concerned.

Thank you once again for taking the time to write these positive comments.

With kind regards

Rosie

Senior Nurse Patient Experience