"Each person in the chain was calm, pleasant, efficient and professional"

About: Locala Community Partnerships CIC / Podiatry

(as the patient),

I arrived for an appointment a couple of minutes late. The receptionist was absolutely fine about that. She checked my appointment, asked me to sit in the waiting area and chatted for a couple of minutes, by which time the podiatrist arrived to collect me. He was very good at explaining things, made what I believe was an excellent diagnosis and gave me a choice of treatments which he explained well and fully. We agreed on the first line of treatment and agreed a review period. At no time did I feel at all apprehensive about anything or fail to fully understand my choices and their implications. I am not a nervous person and I am well educated but it is not uncommon for medical practitioners to talk down to patients or fail to explain all the possibilities and implications following a diagnosis. After the consultation, the receptionist produced various pieces of written information for me at lightning speed from a printer.

There was nothing dramatic about what happened, but that is my point - each person in the chain was calm, pleasant, efficient and professional but made it look very easy to do, which is a great skill and one which few people exhibit so well.

The excellent podiatrist was called Matthew.

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Response from Louise Thornton, Customer Engagement Manager , Adults Planned and Health and Wellbeing Business Unit, Locala Community Partnerships

picture of Louise Thornton

Hi Footsore Postman

Many thanks for your post which I will pass on to Matthew and his team. For me it’s great to hear you were given excellent clinical care, given a choice of treatments and involved in the next steps creating your own plan of care. That each person was calm, pleasant, efficient and professional. Customer service at its best.

Thank you again

Louise Thornton

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