"Outstanding Service"

About: Royal Surrey County Hospital

I have been visiting Royal Surrey for quite a while now, for a number of issues. I felt that each dept worked very individually, and yet symptoms/issues could easily have been related. No one was really taking notice as such. However, this changed when I saw a lady in Physiotherapy. Not only was she genuinely concerned and interested in my injury, she took the time to find out the better picture - and to reassure me that she would deal with it all, as much as she could. This was the first time someone had taken 'overall control' and the first time I felt someone really cared, as opposed to just trying to get through numbers. Ever since then, she has always taken the time to look at the case from every angle possible, she has always kept me informed as to what was happening, when, how, why and by who. Without going into specific details of my case, I felt I had really reached a very low point when I wasn't getting anywhere. And when she started treating me, the mere fact of genuine care meant the world to me. I needed this type of care - I believe lots of people do. She continues to keep me informed and offer help when and where required - and this has been an unbelievable help to me. I would be grateful if recognition could be made to her for all her hard work, patience and understanding. I appreciate it all very much.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Royal Surrey County Hospital

Many thanks for taking the time to share your comments and feedback with us. It is great to hear that one of our physiotherapist's helped to make your experience as good as it could be and went above and beyond the call of duty to deliver exceptional care. I have shared your email with the Physiotherapy manager to ensure your kind comments are received. Best wishes, Royal Surrey County Hospital

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Updates, changes and questions related to this story