"Extremely impressed with my mother's care"

About: East Surrey Hospital / Accident and emergency East Surrey Hospital / General medicine

(as a carer),

My parents were staying with us over the Christmas period and unfortunately my mother (79 years of age) collapsed whilst getting up from the evening meal on January 2nd. Although she remained alert and 'compos mentis' at all times it was clear that something was not right.

We initially rang the out of hours service through our surgery who advised us that she should go straight to A&E and actually called the ambulance for us.

To put things into context, I have to explain that my parents and I were very anxious to avoid going into hospital at all costs, driven by a series of past experiences with the NHS which eventually culminated in the loss of my brother at the relatively young age of 33. I hasten to add that this was not at East Surrey Hospital. My mother went off with a great deal of trepidation which I too shared. All I could think was - if so much lack of compassion (not to mention lack of cohesive and continuity of care) was shown to an intelligent vibrant 33 year old what on earth would happen to my elderly frail mother in this strapped for cash system!

We could not have been more mistaken - from the moment my mother arrived at A&E she was dealt with in the most courteous and professional manner imaginable - no patronizing, just efficient professionalism. The unit was incredibly busy, added to which they were trying to deal with the Noro Virus. All who came into contact with Mum were amazing but I want to highlight the physician who eventually diagnosed a suspected TIA (mini stroke) and referred Mum to the Acute Medical Unit for further assessment the next day. I believe he was either a registrar or higher whose first name was Benjamin and surname something Up...(I think!). He was very clear, precise and above all sympathetic despite clearly being under a great deal of pressure.

This professionalism continued the next day in the AMU from the receptionist through to the Nurse who took bloods and the Junior Doctor who made the initial assessment. We can't put into words how impressed, and frankly blown away we were by the efficiency of the Unit.

But special mention has to be made of Dr Natalie Powell, the Consultant who reviewed all the scans and history and set up a plan going forward for my Mother including organizing a further MRI of the brain. She was awesome in her professional and calm manner imparting what actually is not easy news to a fragile elderly lady and her family - she showed so much warmth and compassion and imparted total confidence, that Mum felt she was getting the very best treatment.

I am eternally grateful and all I can say is that our faith in the NHS and to be honest in humanity has been somewhat restored. Thank you East Surrey.

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Responses

Response from Eloise Clarke, Communications Manager, Surrey and Sussex Healthcare NHS Trust

Dear 'Serenity'

Thank you for taking the time to write your comment. I am glad we were able to help your mother and put her at ease during what can be a very tense time. I have passed on your comments to the staff involved in the care of your mother and I know it will be gratefully received.

Many thanks and I hope your mother is feeling comfortable.

Eloise Clarke

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