"Wonderful Care and Compassion"

About: Borders General Hospital / Accident & Emergency Margaret Kerr Unit Scottish Ambulance Service / Emergency Ambulance

(as a service user),

In mid January 2025, my sister and I found our Mum unconscious at home. We immediately called 999, and within five minutes, an ambulance crew arrived. The paramedics were incredibly professional, attentive, and thorough in their care.

Mum was then taken to the Emergency Department at Borders General Hospital. After a brief wait in the waiting room, we were escorted into a private room. Shortly after, the Consultant (whose name I regretfully can’t recall) informed us that Mum had suffered a brain bleed that was not survivable. My 14-year-old son was with us, and the doctor delivered this devastating news with immense care and sensitivity, using language that was both clear and compassionate.

We were then able to spend some time with Mum in the resuscitation area before she was transferred to the Margaret Kerr Unit. The staff in the Emergency Department were incredibly empathetic and supportive. I would particularly like to acknowledge Lesley, the Senior Charge Nurse, and Staff Nurse Michael, whose professionalism and kindness stood out during such a difficult time.

The atmosphere in the MKU was peaceful and soothing. We were led to a lovely family room whilst the nurses took great care in making Mum look serene and peaceful.

In the following hours, we were given the space and time to say our goodbyes. The nurses were always available if we needed them, but they remained unobtrusive, allowing us the space to process and mourn.

When Mum passed away later that night, the staff were once again incredibly kind and compassionate. A candle was lit to signify that a family had said their final goodbye. We were also offered the opportunity to choose a small trinket, one for each of us, with one to go with Mum. This thoughtful gesture meant the world to us and gave us a wee sense of comfort.

As an healthcare worker myself, I have always been immensely proud of the work done and the services provided. I am well aware of the immense pressures on all departments, especially the Emergency Department.

Despite these challenges, the care and compassion shown to Mum and our family were unwavering. I personally found it deeply reassuring to witness such professionalism and dedication, and I am grateful for the exceptional care Mum received.

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Responses

Response from Alan Milne, Clinical Nurse Manager, NHS Borders last week
Alan Milne
Clinical Nurse Manager,
NHS Borders
Submitted on 04/03/2025 at 08:46
Published on Care Opinion at 08:46


Good Morning Scorp74,

Sorry to hear of the loss of your mum.

Thank you for your very kind words about the ED team. I will ensure that they see these. We always try to strive to deliver excellent care to our patients and their families. I am glad we achieved this for you.

Alan

Clinical Nurse Manager.

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Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service last week
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service
Submitted on 04/03/2025 at 09:58
Published on Care Opinion at 09:58


Hi scorp74,

I'm really sorry to hear the sad news about your mum. I hope you and the family are doing as best as you can do under the circumstances.

It is nice to read though that during such a difficult time, you remember the care and compassion shown to your mum and the family. It sounds like all of the NHS staff involved in her care were so thoughtful and that was a lovely moment with them lighting the candle to say goodbye and offering the opportunity for the family members to choose a trinket to remember her by.

I'd like to thank you for taking the time to come onto Care Opinion to share your experience and say thanks, especially given the tough time you must be going through right now. Thanks especially for the warm words about our staff in the Scottish Ambulance Service. It is very much appreciated.

Take care,

Mark

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Response from Michelle Scott, Nurse Consultant Palliative Care, Margaret Kerr Unit, NHS Borders last week
Michelle Scott
Nurse Consultant Palliative Care, Margaret Kerr Unit,
NHS Borders
Submitted on 04/03/2025 at 18:18
Published on Care Opinion on 05/03/2025 at 08:20


picture of Michelle Scott

On behalf of the team who cared for your mum in the Margaret Kerr Unit, I would like to share our thanks and gratitude for such kind words. I will ensure your feedback is shared with our team.

Please accept our heartfelt thoughts to you and your family.

Regards

Michelle

Palliative Care Consultant Nurse

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