"Outstanding member of staff"

About: Conquest Hospital

This is a copy of an email sent to the chief exec Please would you be kind enough to see that my very sincere thanks reach a certain member of staff. Since the 17th of this month when I attended A&E at 01:00 by ambulance I have been in incredible and constant pain and have not slept properly. This member of staff allowed me those important 30 seconds to put into context why I needed their help; as a consequence they went to considerable trouble to find out what had happened to my referral to the Orthopaedic team; they chased up the referral, spoke with other departments and tried to get me the earliest appointment which was initially agreed for next Wednesday. During the initial engagement they demonstrated that they were the consummate professional; at all times I knew what actions they were taking, with whom they were engaging and what action they would take depending on the outcome of that engagement. I was assured I would receive a call before this member of staff went home, I was not surprised but pleasantly impressed when they called back about 30 minutes later and just before 5pm yesterday and confirmed my appointment for next week. This morning I received another call at 09:14 which I have attached - they knew this was my home line and thankfully left an extremely professional message upon which I could take action, others in any walk of life would do well to work the same level. They have been able to arrange a 15:15 hrs appointment for today for which I am extremely grateful. In addition to running events at Saltcote Place I have a demanding day job in the IT sector and run an online estate agency, I therefore understand the skill and professionalism that is required to multi-task in order to make the most of the NHS resources they are the public facing representative for, to do so in such a personal and professional way is astounding. This member of staff has caused me to reflect on the many thousands of equally professional staff within our NHS for which I am extremely grateful. Each and every cog in the wheel is important and we all play our part – this person does so with panache and stands out as a shining example of best practice and I am sure an extremely lovely person. Kindest Regards Paul

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Response from Conquest Hospital

Dear Paul Thank you for taking the time to provide feedback about an outstanding member of staff in our A&E Department at the Conquest hospital. You clearly describe a high level of dedication and commitment demonstrated to ensure you received the best possible care. Pleased be assured that your sincere thanks will be shared with the member of staff concerned. It's always very encouraging for staff to receive positive feedback as this recognises the good work they do.

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