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Quality in healthcare comes in many guises; these may be adherence to national best practice guidelines, use of cutting edge technology or the delivery of evidence-based medicine. However, one must not overlook the fundamental human basis of healthcare and always acknowledge that the delivery of a compassionate and caring service, to both patients and their carers, is at the core of delivering a quality service.The story below is that of my beloved mum, at the end of her life; a life that was filled with kindness and compassion to others. Unfortunately, the care she received in her final days lacked compassion and care; the effect of this lack of empathy for her and my family has left an indelible scar. This article is not meant to be persecutory; however, it is honest and may be uncomfortable to read. Its purpose is to highlight the human face of quality and I share it with you to encourage you to reflect on the impact of delivering high-quality technical care without due consideration of the personal human domain, which is essential in quality improvement.As I walked through the hospital car park my mind raced, my heart was heavy and I was filled with sadness and anxiety. I felt totally alone and helpless, despite the crowds of people in the hospital. The intensive care unit (ICU) bustled with an array of medical professionals attending to the patients who had tubes and wires connected to a plethora of bleeping monitors and ventilators.In a dream-like state, I edged slowly towards my mum in bed 3 as sheer panic welled up inside me. I felt nauseated and light headed and froze just short of the bed, trying to gather my thoughts and compose myself. I was frantic and distraught, trying to rationalise the enormity …

Mum's story – refocusing on the human dimension of quality healthcare