"Cheetham Hill Ward"

About: Torbay Hospital

Our mother aged 91 was an inpatient on Cheetham Hill ward during July 2015. The quality of care she received was of the highest standard. At all times she was treated with kindness, dignity and respect. If any of the staff were needing to undertake a procedure, they would always talk to her and tell her what they were doing even though my mother was often asleep. The trained staff, Consultant Physician, sister in charge, staff nurses and healthcare assistants were professional, extremely competent, attentive and compassionate to our mothers needs but also the family who were in attendance so much during our mothers treatment. We were welcomed and felt very much listened to and involved in our mothers care. The admin staff were so helpful in helping us mange our parking during our long stays, (5 consecutive nights), they were able to provide us with information and relayed messages for us. The staff who managed the cleaning regime, tea and coffee trolleys and lunchtimes were so kind to us, often making sure we had a hot drink etc. We were so impressed by the cleanliness of the ward and the way in which this team went about their business, cheerful and welcoming. I cannot find the words to praise this staff group, a fantastic team of people. The Dr was outstanding, and we as a family really appreciated their support. The Sister was again outstanding, always made time for us, listened to us, reviewed the treatment plan appropriately and kept us informed as well as involving us in the decision making progress. The staff nurses were simply amazing, undertaking the treatment plan with competence and respect. The HCA were so kind and treated Mummy with so much respect, everyone else was just as wonderful, I cannot remember their names, so please forgive me. Sadly our Mother passed away whist on the ward. We as a family are so grateful that she was given so much care and attention during the last two weeks of her life. An unbearable event for us all, but made bearable by this wonderful team of people. This team have it all and are practising at the highest level. Thank you, all of you for everything you have done for our beloved mother. Kind regards Jo Maitland ( daughter)

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Responses

Response from Sam Holden, Patient Experience Lead, Patient Quality and Safety, South Devon and Torbay Clinical Commissioning Group

picture of Sam Holden

Dear Jo,

I was sorry to learn that your mother passed away. Please accept my condolences on behalf of all the staff.

Thank you so much for your wonderful feedback, it is lovely to hear when we get it right for people. I am really pleased to hear that all the staff worked together and treated your mother with dignity and respect.

I am particularly pleased to hear that the sad death of your mother was made slightly more bearable by the way that your mother, you and your family were treated by staff and I think this is a testament to the team on Cheetham Hill Ward.

I know that they will all be very pleased to hear this feedback and will be humbled by such kind words. I will ensure that it is passed on.

If you have any further comments or would like to talk in more detail about your experience, or if you feel that you need any support, please do not hesitate to contact me or my team, you can call 01803 652 578 or email patientfeedback.sdtccg@nhs.net we are available Monday – Friday 9am – 5pm.

Once again, thank you for taking the time to feedback at what must have been an upsetting time for you and your family.

With best wishes

Sam

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Response from Torbay Hospital

We are delighted to read your encouraging comments.

Staff appreciate hearing about patients’ positive experiences and your feedback will be shared with those concerned.

Kind regards South Devon Healthcare NHS Foundation Trust

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