"Helpful, kind and caring receptionist"

About: Good Hope Hospital / Trauma & orthopaedics

(as the patient),

I had an accident in April, and as a result I have done a Grade 3 Complete Tear of my ligament. I have been going to Good Hope’s Orthopaedics & Trauma outpatients department since I have done it and still having ongoing treatment.

I have to say the only downside is the waiting times, to be honest they are a joke. The morning clinics run into the afternoon clinics and you wait at least an hour (I am been generous there it’s usually more! ) after your appointment time.

But the reason for me contacting is every Wednesday afternoon when I have to go, it is always the same lady on the reception desk in this clinic, and I just wanted to say how helpful, kind and caring she is.

I have other medical conditions and have to have treatment at other hospitals and she has gone above and beyond her duties to fit me in when I need to come and work around my appointments, she also always very helpful and keeps her cool as a lot of patients complain regarding the waiting times, but always tries to help were she can.

I think a lot of time we can say about the bad, and maybe people will say I have with regards to the waiting times. But sometimes when someone is going above and beyond, they never get recognised, which is why I had to send this message, I am not sure of the lady’s name but she always does the clinic on the Wednesday afternoon. So I would really like this message to be passed on, as it’s one thing saying thank you to someone when you are there, and another to show it.

So thank you for every think.

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Royal Blue

Thank you for posting your feedback regarding your ongoing treatment at Good Hope Hospital's Trauma and Orthopaedics Outpatients department.

I appreciate that it is a very busy department and the waiting times are sometimes extensive and I am very sorry for this. I will ensure that this is highlighted to Julia Mitchell General Manager for Trauma and Orthopaedics, and to Mr Sambatakakis, the Clinical Director.

With regard to your kind comments about the receptionist, I will ensure these are forwarded to Dawn Reynolds Patient Access Manager and Julie Foster Team Leader who are responsible for the clerical team in that area, and they will ensure it is communicated to all of the team.

Thank you for taking the time out to post your comments, patient feedback is extremely important to us.

I hope this is acceptable and please contact me if I can be of any other assistance on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk

Kind Regards

Marie Helebert

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