"Excellent customer care"

About: Royal Surrey County Hospital

My daughter has been receiving physiotherapy over several months. I would like to commend the terrific physiotherapy service - she was fantastic with my daughter (aged 10 when she started physio), explaining all processes to her in such a way that my daughter never had to query what was going on or why certain exercises were important. Most importantly, however, was the thoughtfulness shown by the physiotherapist when she knew that either myself or my husband would struggle to take time off work to attend the hospital with our daughter. At our last appointment she was going on a course, but rather than reschedule our appointment (at 8.30am) she came in to treat my daughter before going on her course because she knew how difficult it was for us to take time off work. This, more than anything, shows a very caring, thoughtful person, who considers the patient holistically. This, to me, is excellent patient care. I would like to extend my thanks and gratitude to her for this. I realise that what she did wasn't 'life-saving', but sometimes good care is just about acknowledging the wider circumstances of the patient and taking this into account.

Story from NHS Choices

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


Response from Royal Surrey County Hospital

Thank you for taking the time to share your feedback with us. It is great to hear that your daughter received excellent care at the Royal Surrey. It is also pleasing to hear that one of our physiotherapist's helped to make your daughter's experience as good as it could be and went above and beyond the call of duty to deliver exceptional care. I have passed your kind comments to the Physiotherapy department to ensure that they get the recognition they deserve. Best wishes, Royal Surrey County Hospital

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