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Exceptional care.

Story from nhs.uk

"Exceptional care."

About: The Grange

I have been with this surgery for a couple of years now and have only ever received care which is exceptional from the medical, nursing and support staff, I have never felt rushed and the staff are truly caring. It is easy to get an appointment too.

I suffer from both severe physical and mental health needs and am under the care of specialist psychiatric services,on a recent visit I was in the waiting room and suffered a severe anxiety attack. The receptionist noticed this and sat with me and offered reassurances and a drink. I was relieved somebody cared as I was suffering tremendously at the time and was in tears. She also guided me to a quieter place and walked to the door with me of my appointment, she truly went above and beyond her pay grade. There was even a follow up call to check on my well being. I sent a letter in gratitude.

Thank you!

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Responses

Response from The Grange 6 years ago
The Grange

Submitted on 21/02/2018 at 09:03
Published on nhs.uk at 10:06

I was delighted to read your comments that you have only ever received exceptional care from the clinical, nursing and support staff at the practice, and that you have not experienced any difficulties in booking an appointment at the surgery.

I am sorry to hear that you felt unwell whilst at the surgery, but I was so pleased to hear that a member of our reception team took the time to sit and comfort you, and that her reassurances helped to take the pressure off you whilst you were in the waiting room.

It is lovely to hear such positive feedback in that the member of staff involved went “above and beyond” their role to help you, and that you also received a follow-up call to check on your well-being.

Your comments have been shared with the member of staff via her Line Manager, and have also been shared with the wider reception team as well as with the Practice Management Team.

Thank-you again for the positive feedback, and I hope we can continue to provide you with excellent service during any future visits to the surgery.

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