"Receptionist who goes above and beyond"

My mum is profoundly deaf and finds GP visits stressful, especially when she has to attend alone. I booked her 13 June afternoon appointment at Wells Park Practice online. Within an hour the receptionist phoned me to confirm the slot and, after I explained that a normal phone call would exclude my mum, she immediately offered to switch to a short video call. This allowed me to interpret in sign-supported lip-reading while the receptionist rearranged the time so it fit my mum’s routine and bus schedule.

On the day my mum became disoriented on the way and arrived flustered. The same receptionist recognised her, greeted her with a written note and a reassuring smile, and guided her step-by-step through check-in. She then rang me on video so I could interpret live, made sure my mum had a quiet place to wait, and personally alerted the GP about her communication needs. Even after my mum went in, the receptionist stayed nearby in case we needed anything else.

Her willingness to adapt—switching channels, writing things down, and coordinating video interpretation—turned what could have been an overwhelming experience into one that left my mum feeling respected, calm and genuinely cared for. This is accessibility and compassion in action, and she deserves special recognition for embodying the very best of the NHS