Her previous visits have bordered on the farcical with cancelled appointments, exceptionally rude and disinterested staff and the constant necessity for me to engage in administrative warfare in order to get Mum treated properly.
Well what a change! In the place of the most sour-faced miserable trout imaginable who used to man reception, we had a bright, smiling team who made us feel as though we were being welcomed into an hotel. Staff led Mum to the waiting area and came back at intervals to say how long she would have to wait (which wasn't long).
It is - as I've pointed out in the past - at least as easy to do things well as it is to do them badly.
I'm not sure if I played any part in this transformation but however it came about, they deserve credit for it.
Other NHS Departments please take note.......
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