"I’m very grateful for the care all the staff gave"

About: Royal Devon & Exeter Hospital (Wonford) / Accident and emergency South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

Due to my Mother’s condition we called the Doctor who felt that her health was critical, the surgery staff called out an ambulance for her which arrived very quickly. Initially two technicians, Mark and Dan, came and they called for backup from a paramedic.

Pat, the paramedic came within 20 minutes, I was really impressed with the way in which they worked with my Mother. They were all fantastic, just amazing. They took care with my Mother, constantly explained what they were doing and why and just kept reassuring us throughout.

My Mother was taken to the RD&E hospital and was seen very promptly in A&E. The ambulance staff were at the hospital, during the evening they kept coming and checking on us and asking after my Mother. All the staff were very sensitive to our needs, the ambulance crew were exemplary.

Sadly, my Mother passed away, I’m very grateful for they care all the staff gave in easing her last moments with us.

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Responses

Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear Click210

I am so sorry to hear of the sad loss of your mother. Thank you for taking the time to share your experience, especially at what must be a difficult time for you and your family.

It is always rewarding to hear that our staff are continuing to provide excellent care to our patients, and those around them, when they need us most.

I would like to pass your kind comments onto the ambulance crews who attended your mother. Would you be able to contact me, laura.martin@swast.nhs.uk or call 01392 453831, at your convenience, with the date and address that the ambulance attended? This would allow me to identify the staff involved and ensure they are recognised for the care they gave.

Please quote your Patient Opinion user name Click210 in your contact.

Thank you again for providing feedback on our service.

Kind regards

Laura

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Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'click210'

The comments and responses on the web-site of Patient Opinion are shared with us at Healthwatch.

It was good that you felt you wanted to post this message. This experience you describe was clearly made so much easier by the attitude of the staff as you say.

More generally we are building a picture of the provision of services in Devon and these comments will help the NHS and other providers develop and improve their services.

If you wish to discuss any health or social care issues with us in confidence, including seeking advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain

Volunteer

Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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Response from Rebecca McGuffog, Patient Engagement and Experience Officer, Royal Devon and Exeter NHS Foundation Trust

Dear click 210

Thank you for taking the time to share your experience. I am very sorry to hear that your mother has sadly passed away, and I do hope you will accept my sincere condolences on your loss. I am very pleased to hear that you are so happy with the care your mother received when she was brought into the Emergency Department. I would like to thank you very much for your positive feedback. Kind comments such as yours are always gratefully received.

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Response from Royal Devon & Exeter Hospital (Wonford)

Thank you for taking the time to share your experience. I am very sorry to hear that your mother has sadly passed away, and I do hope you will accept my sincere condolences on your loss. I am delighted to hear that you are so pleased with the care your late mother received, and I would like to thank you very much for your positive feedback. Kind comments such as yours are always gratefully received.