"Brilliant care at A & E today"

About: Royal Blackburn Hospital

My elderly mum who has Dementia was admitted by ambulance this morning after a fall at her Nursing Home. From the moment she was collected by the Ambulance at the home to the moment she was taken back to the home by Patient Transport she has been treated with nothing other than care and dignity. What a first class service every step of the way. Mum had to have an ECG, bloods,X-rays and a visit from Occupational Health. Every single member of staff was wonderful. Everyone introduced themselves and made us aware of what was going on all the way. The doctor who was appointed was brilliant. They actually listened to my views and the decisions made about mum's care were very much felt to be joint decisions - my opinion mattered! Unfortunately mum wasn't able to understand what was happening but that was because of the Dementia. I have to give a special mention to the OT. Mum was confused and felt she knew them and they went right along with her saying how great it was to see her again (even though they had never met!) They got it spot on and didn't do the sympathetic thing they just went with the flow obviously very aware that a Dementia patients delusions are actually their reality! The biggest thank you ever to the OT- I could have hugged you! Unfortunately mum had a fracture to her hip but even so the Doctor fully understood that admittance to a Ward would have meant a deterioration for mum as she's only recently left hospital after a 3 month stay. They liaised with the Sister and also mum's Nursing Home who agreed she would be more comfortable back at the Home. The OT's managed to support mum in becoming mobile and were happy to send her back. My request for Patient Transport back rather than in my car was met without a single bit of bother and we were even provided with a cup of tea each and a sandwich whilst we waited for them to arrive. The transport staff were also brilliant, patient and with just the right sense of humour to make mum feel comfortable. Mum is now settled back at the Home and well cared for. Thank you to all the staff we encountered today (HCA's too!) under enormous amounts of pressure as you are you still treated mum, and me, as precious individuals. Thank you x

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Response from Royal Blackburn Hospital

Many thanks for your feedback regarding your recent visit to the Emergency Department at Royal Blackburn hospital with your mother and thank you for taking the time to do so.

It is a pleasure to receive such lovely feedback about the care and treatment provided and I will make sure your comments are passed onto the teams who will be delighted to hear that the experience for you and your mother was really positive as we always strive to deliver safe, personal & effective care.

You have specifically mentioned the care provided by the OT and we are keen that your comments are brought to the attention of this particular member of staff.

We would be very grateful if you could contact us in the Patient Experience Team to confirm the date of your visit to the Emergency Department and provide further details so we can identify the member of staff concerned.

You can either contact me (Melissa Almond) on 01254 734087 or email me on melissa.almond@elht.nhs.uk

Many thanks again for commenting and best wishes.

Melissa Almond, Patient Experience Facilitator

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