"Brilliant care for my mum after a fall"

About: East Surrey Hospital / Accident and emergency South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

Mum had a fall near to Tesco in Three Bridges. Two anonymous members of the public were nearby and immediately phoned the emergency services. Mum (at 91 years of age) was not too impressed with this because 'she was ok and just wanted to get home'.

However I was eventually phoned and both my brother and myself made our way to East Surrey where mum had been taken by the paramedics.

When I entered the hospital and began searching for mum a young paramedic asked who I was looking for - she immediately replied 'You must be Ken'! Her name is Hannah - she had 'fallen in love with my mum' - but that was just the start of what was to become 'a real person issue'.

Everything we experienced was brilliant. Fortunately mum was not significantly injured and life now continues. I regret that I didn't note the name of the doctor who attended mum. He is a young man and quite apart from his medical skills he has the ability to use his personality.

I have nothing but praise for the whole experience.

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Responses

Response from Nicola Shopland, Divisional Chief Nurse for Medicine, Surrey and Sussex Healthcare NHS Trust

Dear Kaptain Kenny

Thak you for your postive praise for the emergency department following your mother's attendance. I am glad the team provided a good experience and showed the human side of caring which is very important in healthcare.

I hope your Mum is recovering well.

kind regards

Nicola

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

Dear Kaptain Kenny

Thank you very much for taking the time to feed back about the NHS services provided when your mum had a fall back in March, and I am sorry for my delayed response.

It is wonderful to hear that your mum received great care across the NHS, and I was particularly pleased to read your praise for our paramedic, Hannah, whose actions made you feel that she was treating your mum as 'a real person'.

It is gratifying to receive complimentary feedback, as all too often what we see in the media portrays health services in a negative light, so to hear positive news from patients and their families is very much appreciated.

If you have time and would like me to pass your comments on to Hannah, please do email me to let me know the date and approximate time of your mum's fall, which would help me to identify the Hannah in question.

Thank you again for your kind comments. I do hope your mum has now fully recovered from her fall, and please do pass on our best wishes to her.

Yours sincerely, Louise Hutchinson

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Update posted by Kaptain Kenny (a relative)

Dear Louise

Thanks for your comments. The date of Mum's incident was Wednesday 2nd March in the 'early afternoon' - can't be more precise but I think between 2.00 and 3.00pm. I am also pleased to report that she has made a full recovery and there are no signs of her mishap. I share your views in respect of 'negative' media comments...!! A reflection of the society we now live in...!!

Cheers - Kaptain Kenny