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28th October 2022


I was blown away by the level of care my mum received in the endoscopy clinic today. All the staff (from the receptionist, to the nurse that welcomed us, and the doctors carrying out the procedure) had so much patience and compassion and were willing to be flexible to ensure she had the best experience possible. It was clear that everyone had her in mind at all steps of the process. A real credit to the NHS! My mum has a mental health condition and has had difficulties accessing healthcare in the past because of some bad experiences- I am so thankful to Laura White in particular (the junior doctor) for going above and beyond to listen to her concerns and explain everything in a really clear and easy to understand manner. Her level of expertise was obvious and she has this brilliant ability to make people feel at ease. I think it was because of her that my mum felt able to go ahead with the procedure at all and came away feeling really positive about the whole thing. I'm sure this will have a lasting impact on the way she will think about future hospital apts and that means a lot to me. Thank you again so much.

Suggested improvements
I think my mum found the 2 hr waiting time/ waiting room difficult to manage (e.g. small, stuffy), however the team allowed her to leave and come back which helped.

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Safe
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