There is a time to praise, rather than complain

Susan Craig wanted to write to the Care Commission about the care her mother received from a care home before she died so she went to the Care Commission website to look for an address.

‘I found a section where I could give feedback, but this only applied to complaints not praise,’ Susan explained.  ‘I suppose that this reflects attitudes today, in that all too often only the negative is stated and heard.  I was so impressed with the care my mother received while in Braeside Nursing home that I feel the staff are to be commended for their excellent practice and given positive feedback.’

Susan’s mother Isobel Hill was a resident of Braeside Home in Edinburgh.  She suffered from dementia and was blind.  She also had diabetes and needed regular insulin injections.

Susan said: ‘My mother was admitted to hospital in December 2004.  My brother and I saw what she went through while she was in hospital – she found the experience distressing – so we asked the home if she could stay there while she was dying, rather than being admitted back into hospital.

‘I think the staff really excelled themselves as they nursed my mum through her final illness to her death in September 2005.  Their care and concern was remarkable.

‘The final stages of my mother’s life demanded a complicated range of medical and nursing interventions.  Staff worked to ease my mother’s pain, making her as comfortable as possible while also managing her diabetes and dementia.

‘I was most impressed by the teamwork demonstrated by the staff. My mum’s treatment had to be closely monitored and changed, sometimes by the hour.  Communication across the staff team was excellent and my mum’s care was well co-ordinated and consistent.’

Susan and her family were able to go in and see her mother at any time of the day or night.  Her daughter, who works shifts, was often visiting her grandmother late at night.  The family noticed that there was always a member of staff with her mother.

Susan continued: ‘My mother did become violent towards the end of her life so for the staff to have responded to her in the way that they did is even more commendable.

‘In other contexts, I have seen some bad examples of the way dementia patients are treated.  The district nurses tended to ignore her or speak over her so I feel strongly about anything that reinforces and supports good practice.’

This article first appeared in the autumn edition of CareNews, printed by the Care Commission.  Many thanks Susan for your praise.  The staff at Braeside Home were really delighted to receive such positive feedback.