"I received an appointment for ..."

About: Royal Free Hospital

(as the patient),

What I liked

I received an appointment for a surgical procedure I was scheduled to have, and I had a query on the appointment date. I share responsibility of caring for my uncle who has Altzheimers and is recovering from a stroke. My appointment was for a date 1 week before my uncle goes to respite care for two weeks while my Aunt is on Holiday. I telephoned and spoke to a lovely lady, who I believe was an admission co-ordinator (gynaecology) to ask if it was possible to change the surgical admission appointment for a date while my uncle was in respite care. She telephoned my consultant, checked theatre lists and has managed to change the appointment for me. She took responsibility for my request (I said I would attend the original date if need be, but it would be easier for my aunt if I was not out of action for a few days) and she telephoned me to confirm the changed dates.

I wanted to say thank you - it is a relief to me that I will not have to worry about my uncles care, or my Aunt trying to do too much for the couple of days I will be out of action..

She deserves commending for her professionalism and excellent customer service skills. She has managed to take the worry from my shoulders about my aunt and uncle while I have my surgery. Thank you. It is appreciated greatly.

Story from NHS Choices

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Response from Royal Free Hospital

We are delighted that you found our member of staff helpful and professional in her response to you and that she was able to sort things out to minimise your concerns for your family while you are having your operation. Best wishes for a speedy recovery and many thanks for taking the trouble to write.

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