"My 93 year young Grandmother's fantastic care"

About: Heartlands Hospital / Accident and emergency

(as the patient),

Following a suspected dislocated hip we were advised to bring our grandmother into A&E by her Dr. As you can imagine the whole family were worried sick as she has severe Alzheimer's Disease.

I on behalf of the family would like to thank your team in A&E, CUD, X-Ray and Pelvic Scan department for their kindness, warmth and sensitivity towards Daisy. From around 1pm on the Friday till 10am on the Saturday we were treated with great respect. We stayed with our grandmother until her discharge.

The nurses were fantastic, consultants and Drs too. We could not have wished for a smoother journey. The paramedics were fantastic also. Alzheimers and acute settings seem to not mix very well usually but on this occasion we were blown away by the service provided so, Thank you and keep up the good work. Do not know individual names but I'm sure staff will remember our grandmother and her three Grandaughters that stayed over last Friday.

Much love.

Kind regards from the three Granddaughters.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Pinnock

Thank you so much for your very kind comments regarding your grandmother's recent experience in our Emergency Department on Friday.

Patient and family feedback is so important to us and we value your feedback.

I'm so pleased that you found all of the staff you encountered to be professional, kind and warm in their manner and respectful. Patients with advanced dementia can often find any change to their surroundings very upsetting and frightening, and I am pleased that the Emergency Department team did everything they could to minimise any distress to your grandmother.

I will ensure that your comments are forwarded to Hilary Clemson Matron for the Emergency Department, and Dr Ola Erinfolami Clinical Director for Emergency Services, as well as Eunan McGlynn - Clinical Lead Radiographer for CT Scanning. They will ensure that your comments are communicated to their teams.

I hope this is acceptable and once again thank you for taking the time to post your feedback.

I sincerely hope that your grandmother is feeling better and if you should require any other assistance, please contact me on 0121 424 0808 or by email:

marie.helebert@heartofengland.nhs.uk

With Kind Regards

Marie Helebert

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