"The staff made a very difficult time bearable..."

About: Queen's Hospital (Romford)

What I liked

My mother, sister and myself came to london to visit a friend for the weekend. Unfortunately the day after our arrival my mother suffered a stroke. From the moment we telephoned 999 until the moment my mother was transfered from Queens back to Wales the care was exceptional. While my sister was still on the 999 call the first attender arrived. Before he had time to complete taking mum's vital signs the emergency ambulance crew had arrived. We were taken to Queens where mum was recieved by the acute response stroke team (I apoligise if this it the incorrect title) in the emergency room. We were then taken to the HASU. Within less than three hours from having her stroke my mother had been picked up by the ambulance crew and assessed, taken to a specialised stroke unit, had her ct head, bloods and other investigations throughout the whole time everything that was happening or going to happen was explained to my sister and I. From HASU mum was taken to the actue stroke unit on Harvest B. In both the HASU and the ASU my mother received excellent care from nurses, doctors in fact all the team, all of whom were caring, friendly and professional, not only to mum but to my sister and I. Nothing was too much trouble. In these times when everyone seems so quick to complain, this whole team gave their all to a very frightened family and we can never thank them enough.

What could be improved

I really can not think of anything. The Team kept us informed, gave us opportunities to ask questions, gave excellent care to Mum. in a word they were 'Fantastic'. Well done to everyone.

Anything else?

As well as the above, we were also impressed with the cleanliness of the whole hopsital and the helpfullness of everyone from the Housekeepers, porters, volunteeres manning the information desk, the amount of information available on how to get to and from the hospital (we were from Wales and did not know anything about the area)

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Responses

Response from Queen's Hospital

Dear Susie61,

Thank you for taking the time to share your comments about your experience at Queens Hospital, and your praise for the care and treatment given to your mother in HASU ward and harvest B ward during her recent admission.

People are often quick to tell us when things have not gone well and I am always delighted to be able to pass onto our staff a job well done, as well as where we can get it right.

I have copied your comments to the managers of the services in order for them to ensure that your appreciation reaches the people who made such a difference to you.

Yours sincerely,

Flo Panel-Coates

Director of Nursing

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