"Went above and beyond and kept me updated"

About: Northampton General Hospital (Acute) / Urology Northampton General Hospital (Acute) Urology NN1 5BD

Posted by casingff39 (as a relative), last month

I had an amazing service when seeking help with getting a prescription altered for my elderly mother. Her GP was refusing to continue prescribe a key medication until the urology doctors had given permission for this. I understood the GPs decision but without this particular medicine my mum would have been at considerable risk of becoming unwell. I contacted the Urology department and one of the consultant's secretaries there went above and beyond to get the letter I required to get the GP to issue the prescription. She rang me several times to update me as to how she was getting on and even checked her email on her day off to monitor progress with the response. I am so impressed and really grateful.

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Sara Francis

Deputy Head of Patient Experience & Engagement,

Northampton General Hospital NHS Trust

Submitted on 03/10/2025 at 10:37

Published on Care Opinion at 10:37

Good morning!
Thank you very much for taking the time to leave feedback on your experience at NGH.
It is wonderful to read that you had such a good service whilst supporting your elderly mother. It must have been a very worrying time for you both, not knowing if your mother was going to become unwell whilst waiting for the Urologist to authorise the request.
It is also lovely to read that the secretary went above and beyond to keep you informed of what was happening and even looking at her emails on her day off! That is complete dedication and most importantly, someone who obviously cares about what happens to patients and their loved ones.
I will ensure your kind words are shared with the staff that supported you and your mother, and also that the amazing secretary gets recognised for going above and beyond to help you both.
With warm regards,
Sara Francis
Patient Experience Team - NGH

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