"excellent treatment from start to finish. Best of..."

About: Royal Albert Edward Infirmary

What I liked

My elderly Mother was taken to A&E with abdominal pain and the Nurse who looked after her was absolutely brilliant. She took time to talk to Mum and explain everything she was doing to her and her family. Mum was treated gently and with dignity from start to finish and the care continued when she was transfered to the ward for observation, as the Nurse came with her to hand over.

What could be improved

Carparking is a problem, not enough spaces and like many hospitals the charges are rather high.

Anything else?

Perhaps it would be nice to have a method of being able to nominate a member of staff for "going the extra mile" as the nurse who looked after Mum did. People are quick to complain when things are not what they wanted but when things go very well there is seldom a method of saying thank you to the individual/individuals concerned.

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Responses

Response from Judith Marland, Patient Relations / PALS Officer , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust We have made a change

Thank you for your very positive comments regarding the care and treatment that your mum received in A & E and, in particular, the nurse who looked after her. It was rewarding to read your comments and I shall pass these to the Head of Nursing for Medicine so that he can share these with the appropriate staff in A & E who, I am sure will also be pleased to read your comments.

We are currently making changes to our car parking as it is recognised that this is a problem for our patients and visitors to the Royal Albert Edward Infirmary. It is anticipated that we will be increasing the number of car parking spaces and that these will become available for use by our visites early in the New Year. The charges made for car parking are used to provide security for the car parks and also to make improvements as and when these become necessary.

With regard to your suggestion of being able to nominate a member of staff for "going the extra mile" as the nurse who looked after your mum did, I shall also pass your comments to our Head of Quality Improvement so that she can look into this suggestion further.

Many thanks for your comments and for taking the time to post these on the Patient Opinion website.

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