"Outstanding service"

In March this year it became clear that I had a heart problem. Of course this came as a something of a shock and I was referred to see a cardiologist. I chose to come to Broadgreen because of its reputation. I was a little dismayed, having used Choose and Book to have to wait until August for my appointment. The appointment was booked for 12 August.

I arrived there yesterday, slightly anxious and very nervous to be told that my appointment had been cancelled. I was devastated. However from that point on I can honestly state that what was for me a tragedy was turned into an excellent experience. The receptionist realised how distressed I was and gave me support and time to gather myself; I was at that point very close to tears. In the meantime they were attempting to find out what on earth had happened. However,the receptionist had a conversation with the cardiologist I was expecting to see who agreed to see me where I was treated with compassion and care: all my questions were answered and I went away calm and reassured with an annual appointment. I feel in safe hands.

The cardiologist arranged to have an echocardiograph there and then when yet again I was met with a “can do” attitude and was immediately taken into the treatment room and again the staff member was so professional, understanding and supportive so yet again any remaining fears were removed. I was treated with the same high standard of care whilst having an ECG which again was done efficiently and professionally.

What could have been a dreadful experience for me was, turned into a hugely positive one and that is solely as a result of your staff. I believe that my treatment at your hospital today was simply outstanding. I know that you have a good reputation but I seriously cannot overstate the gratitude I feel today.

From my initial discussion at reception to leaving the hospital just over an hour later, I experienced nothing but exceptional service.

Obviously the cardiologist made this possible by agreeing to add one more person to their busy schedule and for that I am extremely grateful. But I owe special thanks to the receptionist whose compassion and thoughtfulness are truly outstanding. The technician who carried out the echocardiograph could so easily have said that they were too busy to fit me in, but no. They took on another patient, and exhibited an outstanding degree of professionalism,

This was my first experience of your hospital and I am in the strange position of being pleased to have been referred back on an annual basis. I am totally confident that I am in the best possible hands.

I am sure that you are aware of the calibre of your staff, but it could not allow yesterday's experience to pass without bringing it to your attention. I would appreciate it if my sincere thanks could be passed onto the staff involved. They are truly exceptional professionals. They are a credit to your organisation.