"Care and Miracles"

About: BlueCross Chelsea Manor

(as the patient),

Dear Mr Lilly,

I am writing, somewhat belatedly, to thank you and your team at BlueCross/Sapphire for the exceptional care, concern, action and generosity in relation to my mother-in-law, who resides at Chelsea Manor.

I actually have many reasons for sending my thanks....

Earlier this year, my husband and I received a phone call from Chelsea Manor, a phone call that no-one wishes to receive. My mother-in-law's health had been in decline over a few months and her doctor had seen her that morning and felt that she was not likely to survive the night. Her extended family came together at Chelsea Manor to say our goodbyes, to make final arrangements and to do what we could to comfort her at this time.

The care my mother-in-law received had always been exceptional, but in these (supposedly) final days, the care, not only of my mother-in-law, but also of ourselves and my mother-in-law's closest friends, was over and above what we expected and really made such a difference at this very sad, frightening and distressing time. All of the staff, from the manager (Julie) all the way down the hierarchy, through the clinical staff (headed by Gordana) and including all the nurses and carers; to Julie on reception; to the lifestyle, kitchen (headed by Kylie), maintenance, cleaning and laundry staff (forgive me if I’ve left anyone out); EVERYONE gave of themselves and their time, so generously, sensitively and with the utmost kindness, competence and care. We cannot thank them enough.

But this story also has a quite miraculous postscript. Contrary to all prognoses of my mother-in-law's imminent demise, and in conjunction with the exceptional medical management from her doctor, my mother-in-law survived this crisis and is once again thriving and enjoying all aspects of her life. I believe that this turn-around would not have been possible without the incredible teamwork and round-the-clock dedication shown to her at all times, but especially at this very critical juncture by all at Chelsea Manor. My mother-in-law’s turn-around is indeed miraculous. Please convey to everyone at Chelsea Manor, our immense gratitude.

I would also like to specifically thank Jane....

Over the summer of 2018, I became very concerned about my mother-in-law’s health due to the extreme temperatures and the lack of air-conditioning in the resident’s rooms. My mother-in-law’s specific medical condition means that she is on restricted fluids and is therefore prone to over-heating and dehydration. In the heat of summer, she is not able to drink unlimited water in order to cool herself down. In fact, she had to be transferred to hospital at the end of one particularly hot spell and I felt that heat-stress was a large reason for this hospitalisation.

At the time, I followed BlueCross on Facebook (I have subsequently closed my Facebook account). There was a post which talked about the reasons for choosing BlueCross residential aged care. I added a comment to this post. It was actually a question, asking if any of the BlueCross residences had air-conditioning in the resident’s rooms, and stating how important I felt it was in cases like my mother-in-law’s. I did not expect to receive a reply. However, a few days after my post, there was a reply asking me to get in contact. So I rang the number and was connected to Jane.

Jane had already determined, presumably from my surname, who my mother-in-law was and that she lived at Chelsea Manor. I was impressed. And to cut right to the chase....within days of my Facebook post, Jane had set the wheels in motion to have an air-conditioner installed in my mother-in-law's room. This has been another miracle facilitated by BlueCross/Sapphire. Myself, my husband, the extended family and of course my mother-in-law herself, were all (and still are) incredibly grateful and humbled that a simple Facebook comment could result in such a wonderful outcome for my mother-in-law and her ongoing health.

Many, many thanks to Jane specifically and to everyone at BlueCross/Sapphire who approved and worked so quickly to facilitate the installation, something that has already made a huge improvement in my mother-in-law’s life and her loved-one’s peace of mind.

We feel incredibly lucky to have our loved one residing at Blue Cross Chelsea Manor. And that is an understatement.

Yours sincerely,

Care and Miracles


Response from Alan Lilly, Chief Executive, BlueCross nearly 2 years ago
Alan Lilly
Chief Executive,
Submitted on 01/08/2018 at 10:29
Published on Care Opinion at 12:22

picture of Alan Lilly

Dear Care and Miracles

Thank you so much for taking the time to write and share this inspiring story. Inspiring on so many levels and makes me feel so proud of all of our staff that you and your family have interacted with. It must be so wonderful for you all to be spending that special time now with your mother-in-law too.

Thank you also for taking the time to name staff – this is very special and will mean a lot to them. I will send this on also to Julie, Gordana, Kylie and Jane and their managers.

Once again, thank you so much for sending this through. Your letter has really made my day. I do hope that your mother-in-law continues in better health and wish her and you all well for many happy times ahead.

Kind regards, I am feeling most uplifted and so proud of our care and service at Chelsea Manor.

Alan Lilly

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