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Complaints Officer, Patient Experience,Trust-wide

Sue received a call from a patient who had recently been discharged from York Hospital. He was in a distressed state, very breathless and said that he was having a panic attack. Sue kept him on the phone and talked to him calmly and reassured him that she would get help. When he was calmer and able to speak Sue rang his daughter and also notified his GP surgery so that a call could be arranged.

She arranged for the daughter to visit and rang back later in the day, following it up with a call the next day when she discovered the daughter was not receiving any help to look after her father. Sue rang the surgery again and arranged for the family to be contacted so that they could discuss what support was available for them and the family was incredibly grateful for Sue’s help.

29 April 2019

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