"We felt supported and reassured every step of the way"

I wanted to take a moment to express my family’s heartfelt gratitude for the outstanding care and service we received during our daughter’s recent ENT surgery. From start to finish, every step of the journey was made smoother, kinder, and more reassuring thanks to the dedication of the staff involved.

Firstly, I would like to highlight the incredible work of the theatre scheduling team, especially Lisa and Jackie. They were our very first point of contact and went above and beyond in organising everything behind the scenes. From booking our daughter’s pre-assessment appointment to arranging her hearing tests, they managed all the details so seamlessly. It’s clear how much time and effort goes into making sure everything lines up properly, yet their role is often unseen. I feel they truly deserve recognition for how much they contribute to making a stressful process easier for families like ours.

Next, Dawn from pre-assessment deserves a huge thank you for her calm, professional, and approachable manner. She carried out our daughter’s appointment over a video call, which was so helpful for us as a family and made the process much less daunting. She explained everything clearly, answered our questions with patience, and gave us the reassurance we needed ahead of the big day.

On the day of the surgery itself, we couldn’t have asked for a kinder team. Dr. Simpson was fantastic in making us feel confident and looked after, while Nurse Stacie from day surgery showed such warmth and care towards our daughter. It really put us at ease knowing she was in safe hands. I would also like to thank Mags, the domestic assistant, who might not always get the spotlight but made such a difference. She was brilliant in looking after the children post-surgery, handing out ice lollies and ice creams — a small touch, but one that brought a lot of smiles and comfort to our daughter and the other young patients.

Finally, I have to say how impressed we were with the Day Surgery Unit itself. It is such a child-friendly, welcoming environment. From the little play area to the disco ball, star lights, and children’s programmes on the TV, every detail has been thought through to make a difficult day that little bit easier. It really helped take our daughter's mind off her nerves and made the whole experience far less intimidating for her.

As a parent, you naturally approach your child’s surgery with worry and nerves, but thanks to the incredible staff and facilities, we felt supported and reassured every step of the way. I hope this feedback can be passed on to the individuals and teams mentioned, because their hard work, kindness, and compassion made a world of difference to us.

Thank you once again to everyone who cared for our daughter — we are so grateful.