"Blending professional expertise with heartfelt, patient-centred care"

Detailed Testimonial for River Surgery – Buckhurst Hill, Essex

I have been a registered patient at River Surgery for over two years, having moved here with the hope of finding a practice that would truly look after my family’s health. From day one, the practice has lived up to—and far exceeded—that expectation.

The Situation

Earlier this year I underwent major heart surgery at St. Bartholomew’s Hospital in London. After the operation I was discharged home, still weak and surrounded by my wife and children. As soon as I began the recovery process, it became clear that there were several pieces of paperwork and follow‑up appointments that needed to be coordinated between the hospital, my GP, and the pharmacy. In the midst of post‑operative pain and fatigue, trying to sort this out felt overwhelming.

Tracy’s Intervention

My wife called River Surgery to clarify what was required for my discharge documents. She spoke with Tracy, a receptionist whose professionalism and warmth instantly stood out. Tracy listened carefully to my wife’s description of the problem, asked precise follow‑up questions, and immediately identified the missing information. Rather than simply passing the request on and hoping someone would respond later, Tracy:

Communicated proactively – she contacted the relevant clinician, clarified the requirements, and confirmed that the issue had been resolved.

Followed up personally – once the issue was resolved, Tracy called me back herself, explained that the conundrum was solved, and, most importantly, asked how I was feeling after the surgery.

That personal phone call was something I had never experienced before. It wasn’t a scripted check‑in; it was a genuine inquiry about my well-being. In that moment, I felt seen as a patient—not just a file on a computer.

Ongoing Support

Since that incident, the practice has continued to demonstrate the same level of attentiveness. Whenever my daughter has faced a health challenge, the doctors and staff have promptly provided advice, arranged specialist referrals, and even expedited medication refills when needed. Their behind‑the‑scenes coordination has consistently saved us time and reduced stress.

Why This Matters

Healthcare can often feel impersonal, especially when navigating complex post‑operative care. Tracy’s actions illustrated how a single compassionate individual can transform the patient experience:

Empathy in Action: By asking about my recovery, she showed that the practice cares about outcomes, not just administrative tasks.

Efficiency Through Ownership: She didn’t wait for a chain of emails; she took ownership, liaised directly with the doctor, and closed the loop quickly.

Trust Building: Knowing that a reliable point of contact exists gives me confidence that any future issues will be handled with the same diligence.

Final Thoughts

Choosing River Surgery has been one of the best decisions for my family’s health. The combination of skilled clinicians and staff members like Tracy—who go above and beyond their job descriptions—creates an environment where patients truly feel supported. I wholeheartedly recommend River Surgery to anyone seeking a practice that blends professional expertise with heartfelt, patient-centred care.

Thank you, River Surgery, and especially Tracy, for making a difficult period much easier to navigate.