"Empathic and efficient service"

I have a complex eye condition, and a corneal implant in my left eye is failing. On Monday 15th I visited my optician because I’d become concerned about a small lump on my eyelid. He diagnosed a blocked up valve which was changing from an inflammation to an infection, and advised I needed antibiotic eye drops. My only contacts with the surgery since lockdown has been phone call reviews for my eye drops. There was some urgency with my situation and I was concerned about how long it might take me to speak with someone at the practice, and then how long it could be before I was offered an appointment. I phoned at 8am on the Tuesday to be told I was 4th in the queue. In no time I was talking with a receptionist, who immediately put me at my ease. She listened to me carefully, and with respect and empathy. She gave me the choice of either a telephone consultation or one face to face. She explained that she could not give me an appointment that day as it was a staff training afternoon, but, I was able to arrange one for the Wednesday morning. Interestingly, when I told the person on reception how much I had appreciated the enabling manner of the staff member on the phone, another patient sitting waiting to see a doctor said, ‘All the staff here are lovely, the doctors too. It’s a good surgery.’ I then had a consultation with a doctor who was friendly, again took the time to listen to me, examined my eye, prescribed appropriate drops, and sent the prescription through to the pharmacy electronically. She also gave me very clear advice on what to do in the event of the infection spreading. I left feeling that I had received quality consideration and care from everyone involved, and grateful for having that surgery and its staff in my life.