"Makes you feel listened to and understood"

I had a pre-assessment call with BJ, Ulster hospital Belfast Northern Ireland. She was very reassuring and understanding, she explained everything very well, I was very nervous as I had a bad experience before and she was very sympathetic and when I received my prep pack, she wrote an encouraging note on my letter which was lovely! This kind of service is very needed in health care!! Makes you feel listened to and understood as a patient! I am very grateful!