"A listening ear, and a caring heart"

I’m writing this story based on my honest experience from start to finish — from the initial phone call to how I’m feeling now.

I was extremely stressed when I called James Wigg Surgery. I’d had two previous appointments booked, and on both occasions they were cancelled on the day because the clinician I was meant to see was unavailable. I understand that illness happens, but each time I had already taken time off work — something that isn’t always possible, especially when you’re in a role that delivers critical services. Having appointments cancelled last minute, twice, was incredibly frustrating and upsetting.

This appointment was for something important that couldn’t wait, so when I called, I was already quite distressed. The initial interaction with reception felt very scripted, and I was automatically offered another appointment at a time I simply couldn’t attend. At that point, I asked to speak to someone further, and that’s when Mr Ishtiak took my call.

From the moment he spoke to me, everything changed.

He listened — properly listened — to my situation. I wasn’t calling for an apology, because an apology alone wouldn’t have fixed the issue. What I needed was understanding and a genuine effort to help, given my medical needs and the difficulties I’d already faced with the booking system.

Mr Ishtiak showed outstanding patience, empathy, and professionalism. He took the time to understand the full context, acknowledged the repeated cancellations, and genuinely tried his best to find a workable solution. He went above and beyond to rearrange an alternative appointment, and that effort alone lifted an enormous weight off my shoulders.

I’m not praising him simply because he managed to sort another appointment. I’m praising him because of how he handled the situation — with care, calmness, and respect. That level of service is rare, and it made a real difference to my wellbeing.

He is truly an asset to this surgery. Thank you, Mr Ishtiak, for turning a very stressful situation into one of relief. It meant more than you probably realise.