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It was like a breath of fresh air talking to her

Posted By Erincarol

"It was like a breath of fresh air talking to her"

About: NHS Ayrshire & Arran

(as the patient),

I sent feedback about a letter I received about having a right to treatment within 12 weeks, when my G P had referred me in October 2014 and I was still waiting.

I received an e-mail then a phone call from Eunice Goodwin, patient feedback manager for NHS AA.

It was like a breath of fresh air talking to her. I felt I was totally on the same level, and knew that the empathy was sincere.

After passing on some added information, I received a phone call from Eunice along with a date for my proposed surgery.

I cannot thank you enough, Eunice......you have restored my faith in NHS AA.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 9 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 30/03/2015 at 18:04
Published on Care Opinion at 20:30

picture of Eunice Goodwin

Dear Erincarol,

I have worked in the NHS for many years how humbling it is, patients never cease to amaze me, I was nearly lost for words (a rare occassion I hear my friends say).

Earlier today I awarded a gold star to the three members of A&A staff who helped us arrive at this satisfactory conclusion, so it was team work.

I am delighted that we got it sorted for you and thank you so much for your kind words.

Take care

Eunice

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