"Wonderful paramedics and hospital staff"

About: East Surrey Hospital / Paediatrics South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a parent/guardian),

Our Little boy gave us a scare when suddenly out of the blue said he was feeling sick then got up and was disorientated. He then started to go absolutely white in his face and basically fainted. Before he did though he said that he felt he was going to die and was really scared.

You can imagine how we all felt as a family as our little man (10) has always been full of beans and always in good health and spirits.

We dialled the emergency services right away and they were so so good on the phone, while we held our boy. It must have been no more than 12 min (Must have been parked around the corner), when the paramedics arrived.

These gentleman were/are a wonder. They were text book in terms of thoroughness, knowledgeable and giving us a sense of that "all will be OK". Their assurance coupled together with dogged tenacity on getting answers led them to suggest we go through to the paediatric A&E department at East Surrey Hospital. Our child drove in the ambulance while Dad followed in the car. Bearing in mind our boy NEVER goes with people he does not know. He came out the other side in good spirits and was feeling he'd made some new friends.

These gentlemen's names are: Mr Sam Dixon and Mr Laurence Anderson, their vehicle number that night was 830. Our family owe you both a gratitude of debt. Thank you so much for your care and attention. You are truly gifted and an absolute credit to our Health Services. Thank you thank you. You're welcome any-time to my wife's delicious chocolate cake. Bribery will get you everywhere? Keep up the good work gents.

We must also mention Ms. Michelle Sullivan in the A&E department who was truly spectacular in her knowledge and efficiency. Her bedside manner was wonderful. Going out of her way in making us feel that we were in good hands, keeping us abreast at all times of the progress.

Michelle even had the foresight to offer a DVD for us to watch as a means of distraction and time filler. Thank you Michelle for being such a wonderful caring human being. All our love, our boy really liked you and again he's fussy on who he likes, you made an impression.

The Doctors on call too were thorough and diligent in their searching for answers.

All-in-all a wonderful team that made us feel truly cared for.

A BIG THANK YOU. you all are a credit to the NHS.

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Responses

Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear ‘Daddy of 10 year old’

Firstly, what a worrying time this must have been for you and your son, and I do hope he has since made a full recovery.

I wanted to respond to thank you for taking the time to provide feedback, and for your very kind words about the care, reassurance and treatment provided by South East Coast Ambulance Service’s call taker and crew.

We know that our staff provide a wonderful service on a daily basis, but it is very special to them when patients and relatives take the time to thank them for their skills and kindness, and I will ensure that your comments are passed on to Sam and Lawrence. It would also be nice to be able to pass on your comments to the member of staff in our Emergency Operations Centre who took your call, so if you do have time and are able to provide the address at which we attended your son and the date, it would be much appreciated (and I’m sure they would all like to know how your son is doing, too!). If you can, my email address is louise.hutchinson@secamb.nhs.uk

Thank you again for your lovely message and please do give our very best wishes to your son.

Yours sincerely, Louise Hutchinson

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Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust

picture of Ian Mackenzie

Dear ‘Daddy of 10 year old’

Thank you for posting such positive comments about your experience with both our paramedic colleagues and the children's A&E here at East Surrey Hospital and in particular Michelle Sullivan.

You write in such a glowing and positive way that it is so easy to understand just how big an impact the way you were treated had on your son, your wife and yourself. Caring for people in this way is a key element in how we want to provide services and it is really good to read that it was so evident.

I will of course ensure that your comments are seen by colleagues in A&E.

Kind regards

Ian

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