"Going the extra mile"

About: Highbury Hospital

(as the patient),

It has been a stressful day. Ive started my peer support worker training and my boiler broke this morning so I had to get an emergency engineer out.

When my training finished at 4pm I phoned a taxi to go home. 5pm and still no taxi. I became extremely agitated and stressed. Then I bumped into a staff member at Highbury Hospital who knows me from when I was a patient. She came home with me and made us a coffee while I phoned the engineer. We chatted on my sofa as she enjoyed chocolate cookies and she stayed for a second coffee after the engineer. She stayed with me until 7pm and helped me avoid impulsive behaviour due to the stress I was experiencing.

I would like to say a massive thank you. I think you are very compassionate and you put me at ease. I owe you one xxx

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Response from Ruth Gadd, Acting Service Manager , City Crisis Team, Nottinghamshire Healthcare NHS trust

Dear Ali12

Thank you for taking the time to post your story on patient opinion.

It sounds like you had a very stressful start to your day by having the boiler breakdown, and having to call out an emergency engineer, as well as attending your training.

I suspect you were keen to get home afterwards but were further delayed by the taxi not turning up. It was fortunate that you bumped into somebody you recognised, a friendly face, someone you could rely on to offer you some support. I am so pleased that the member of staff was able to support you with getting home and helping you.

I would like very much to thank the member of staff for being so proactive and thoughtful. I have provided my contact details below if you feel if this is something you would like to persue.

I am pleased it all worked out well in the end and hope you managed to get your boiler fixed?

Yours sincerely

Ruth Gadd

Service Manager


0115 9691300

ex 12054

  • Ali12 thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Response from Nigel Groves, Involvement and Experience Lead, Forensic Services, Involvement Team, Nottinghamshire Health care Trust

Going the extra Mile, What a great posting all round.

  • Ali12 thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too