Hi there, thanks for your feedback which is very much appreciated. I am glad to hear that you have mostly had good experiences here at the Surgery but disappointed that this visit resulted in upset. All staff here at BMC love hearing from our patients on how they feel we have performed as it gives us the opportunity to look at what we are doing right and replicate it and also consider where we could make improvements when we haven't quite met our patient expectations. Feedback on an individual level helps our staff members to perform to the best standards of patient care and is invaluable for personal development. I would certainly like to speak to you about this further as, although it was most probably meant with good intentions, it is important that the clinician concerned is aware that their use of phraseology caused unintentional upset. If you would be so kind as to contact me at emmybutcher@nhs.ne I would be very grateful but once again thank you for your review in the meantime.