"Professionalism and humanity"

I was fast-tracked referred by my GP to the RVH Endoscopy Unit for both an gastroscopy and colonoscopy. I received an appointment for just over two weeks later.

Upon arriving at the Unit, having fully carried out the clear instructions on what to do with the meds I had received, I was met a pleasant smile at the front desk.

Soon after, I was introduced to the triage RN - BJ - who was one of the most effervescent and professional nurses I have ever met. She directed me through the whole oncoming procedure with clear information, and lowered my level of stress with jovial kindness. She showed me to a private cubicle where I changed for the procedures.

I waited approximately 20 minutes before Dr Rafferty introduced himself to clearly explain the whole procedure, and its purpose, having discussed the issues with me that had brought me to the Unit. Again, his caring professionalism settled my reasonable nerves all the more as he brought me to the endoscopy suite for both procedures. I was met by three more wonderful RNs called Bernie, Richelle and Shona.

From start to end - if you can excuse the pun - they could not have been more thoughtful or compassionate in their dealings with me. They, together with Dr Rafferty, made me feel human, and calmed me, in what is an undoubtedly alien and clinical environment for any patient. Of course, it is clinical for good reason and I was happy for that. You could have eaten your dinner off of the floor, walls and ceilings: but the fact that they saw and treated me with kindly professionalism deeply lessened any fears or concerns I had.

The procedures are uncomfortable, yet at no point did I feel embarrassed or overwhelmed by the experience. And that was due to the sheer professionalism and humanity of the doctor and nurses.

After the procedures, I was transported to the recovery suite to meet the fifth and final RN - Hazel - who was every bit as considerate and professional as the rest of the team. Hazel explained the next steps, while awaiting the results, as she chatted away with me about family, travels and the like as old acquaintances would do. This seemingly simple action lessened any anxieties I had while awaiting the results.

I have nothing negative to report about any part of the process or my treatment. The whole journey from GP to RVH Endoscopy Unit confirmed what I have always known - the NHS is not the HR structures and strictures, the buildings, the data or the processes but the deeply professional and kind human beings who work in it to the benefit of their fellow human beings. To applaud them is never going to be enough. They deserve our very deepest respect and so much more than they will ever rightly receive. May God bless them all.