"Outstanding customer care"

About: Royal Stoke University Hospital / General surgery

(as a relative),

I travelled from Stoke to Whitchurch and back to City General today, in order to bring my 82 year old aunt for a heart and lung screening. My aunt has very limited mobility. I did not know that City General and North Staffs are the same organisation, but I did know that parking was very problematic. We drew up outside the Outpatients Department, where I was politely but firmly told that I must move my car. I explained that we had already had a long day and a stressful journey and could not find City General.

Adrian, who had addressed my parking infringement, reassured us and made a point of guiding us to a parking spot near the entrance. He then helped us by taking my aunt's arm and guiding us into the building. He went more than the extra mile - he made our day! We are still pinching each other, and wondering if we had both had the same dream. In the four hours since my aunt returned home, she has told five people about our good luck. Everyone whom we met today was helpful and pleasant, but Adrian has transformed a potentially taxing day into a perfect experience. Thank you, Adrian, and don't ever change. You are a hero.

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Response from University Hospitals of North Midlands NHS Trust

Dear ‘Niece of Tilly’

Thank you for taking the time to share your experience of visiting University Hospital of North Staffordshire.

It is really rewarding for staff to hear that the high standards they set themselves lead to such positive patient experiences.

I have sent your feedback to Adrian, who is absolutely delighted to have received your kind words and so pleased that he made your hospital visit such a pleasant experience.

Best wishes

Danielle Klemencic, Senior Communications Officer

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