"Excellent reception, EAU and Security staff service"

I am writing firstly to thank the receptionist in the west wing on Sunday afternoon. I unfortunatly had to enquire on behalf of my grandmother how she could stop a family member from being allowed to visit her. The receptionist answered fully and simply having all the relevant information in her head. She reassured me that this was not an unusual event and that the staff were well prepared and willing to manage it. This was a very stressful time for us and I don't think I would have had the confidence to go back to the patient and advise her that she could prevent the visit if the information had not been so easily and confidently available. I really believed that sorting this would not be too much fuss.

The patient did request that the family member be prevented from visiting and from what I have since heard, the nursing staff on the medical Emergency Assessment Unit and probably the security staff too did an excellent job with only a few minutes notice.

The patient's confidence improved dramatically after this and her health soon followed on. She is due to be released tomorrow, something I think would have been unlikely if your teams had not supported her so well.

I really have not said nearly enough to let you know what a huge difference you all made, the receptionist in particular for making it possible and the Nursing and security team for undertaking what was I suspect a very stressful task, which I had tried and failed to carry out on the telephone. Thank you from the bottom of my Grandmother and My hearts!