"Wonderful support at BlueCross Ivanhoe"

I am writing to thank your staff for the help they gave my mother when she had a fall recently.

Firstly, I want to thank the nurse who rang to tell me of the fall, discussed options and then rang me back when the plan changed. Sorry, I do not remember her name as I was at work, however, I was very pleased with the level of communication and concern and how she engaged me in decision making. It would have been around 4.30pm Friday evening.

Most of all, I want to thank the night nurse on that night. It would have been about 2am when, in desperation, I rang to discuss my mother.

I was most unhappy with some of what occurred recently when she was in hospital and this nurse again took on board what I had to say and I was confident my mother would be in good hands when she returned to BlueCross . I work in a health service and I have worked in residential care and as a nurse unit manager and as such, I am aware of the challenges and would never make things difficult for staff, so the contrast I found between your night nurse and what occurred at the hospital was stark.

Again, I am sorry I do not remember her name. Sometimes, all families need is to be heard and while I have no doubt it was busy at BlueCross she gave me time, assured me she would ensure mum got analgesia, something to eat and drink and that the knee causing her problems would be followed up. I am not sure if you have a formal staff recognition program, however, I hope this feedback is sufficient to ensure she is acknowledged.

We all know what can be negative and the challenges in residential care, however, there is far too little thanks given to staff for the good they do every day. Be assured this feedback is heartfelt and on behalf of my mother and my family.

Today mum tells me everyone has been wonderful at BlueCross Ivanhoe.

It has been a challenging week for us all and in particular my mother. This week, her brother had a stroke, my sister fell and today is having very risky surgery. It is in the context of all of this that I am sure you can see that the help, professionalism and kindness shown by your staff, even though they did not know what we were dealing with was most appreciated. The staff I have met when I have come down from Ballarat to see mum are a credit to you.

Thank you