"The Heart Centre - Darent Valley Hospital, Dartford, Kent"

I was admitted for a planned implantation of a permanent pacemaker. At the pre-assessment and during my stay I was very impressed with the care shown by all the staff and by their exemplary professionalism. The atmosphere is calm and unflustered - considering the clinical setting, a relaxing place to be. Even when other patients were admitted via A&E with more immediate needs than me the staff remained calm, quiet and unflustered - and I was not overlooked.

I was given all the information I needed at every stage of the procedure and any questions were answered thoroughly and clearly. I was offered refreshments frequently and nothing seemed too much trouble - I didn't feel in any way awkward about making requests. I was offered the use of the clinic phone to make arrangements for my collection on discharge and I had all the paperwork, medication and information in good time before my partner arrived.

Patient dignity and confidentiality was maintained throughout - including a nurse going to a side room to make phone call, presumably to keep the call confidential. I was aware of how well the staff cared for the other patients with sincerity and a genuinely caring manner. The staff were constantly communicating with each other in a positive manner with mutual respect.

The whole experience showed the NHS at its best. Sometimes the 'values' statements published by organisations seem to be mere words but in the Heart Centre they bring the trust's values to life by demonstrating them in a way that makes a practical difference to the patients.