"Great experience with a surgeon"

I had been referred to a number of specialists by my GP. Often the letter for the appointment arrives 2 days after the appointment date by 2nd class post. I usually get a text message reminding me of an upcoming appointment and to read my letter! There is often what I feel to be a passive aggressive statement at the end that missed appointments cost the NHS money. I am locum in the NHS, taking time off with sometimes less than 24hrs notice impacts my earning and my clinics that I need to cancel to attend appointments.

Text messages and ultimately letters do not state what the appointment is for. Just orthopedics or surgery. How is a patient expected to prepare for an appointment when they don't know what they are attending for (Realistic Medicine 5 Questions)?.

I attended a surgical clinic recently. No idea what I was attending for as I have a number of ailments that require surgery. 

On arrival at the clinic, things didn't look good. Patients complaining about waiting for hours already and names not on lists. I thought to myself, here we go!

My name was called 5 mins after appointment time, very impressed! Sat in a consultation room and a very smartly dressed gentleman entered and introduced himself. He asked how he could help, and I asked can he tell me what this appointment was for, as I have no idea, text message just says "surgery". Am I coming in for surgery?

He referred back to notes and explained fully. It was reassuring that he was talking to me like I was the only person in the world in his clinic that day. 

He offered me some resolution by listening to my issues and promising to write to all parties involved including myself and what his recommendation was as it wasn't a surgical intervention.

I believe our NHS needs more like him, and our FY1s and FY2s could learn so much from him, not just academically but the softer skills.

I don't ever do these reviews, but credit where it is due. And we don't often get credit for anything in today's NHS.

Thank you.