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Thank you from a patient

Today we received this lovely email from our patient thanking us for all our work – its nice to receive these compliments from our patients as our staff work very hard making sure we are able to provide the best care we can

Hi,

This is a very overdue message to express my gratitude and appreciation of the people who answer the telephones at Hathaway Surgery.

Over the last few months I have needed to call the surgery several times. It has been a real trial, constantly getting “Line Busy” messages and, when finally connected, having to wait in a queue for many minutes.

I’m fortunate. I’m retired and have the time to wait, even though it is frustrating. As I have waited I’ve wondered what it must be like to be on the other end of the phone line, dealing constantly with people who are ringing because they need to, many of whom would be under enormous pressure themselves, perhaps feeling very unwell, perhaps having to deal with small children or work demands whilst they try again and again to speak to someone.  I’ve witnessed rudeness and bad temper from customers to staff in supermarket queues where the wait has been long and this is a much more stressful situation

However, on every call I have been struck by how immensely courteous, helpful, efficient and above all kind and understanding the staff have been. Never a note of impatience, even when I’ve waffled a bit as I explained myself; high quality listening, prompt and appropriate decisions and suggestions made.  I am so grateful. It cannot be an easy job even in the best of times and at present, with the current problems and increased public demand it must be exhausting.  

So I want to pass on my thanks to all the staff who do this work. You are vital cogs in the smooth running of our health service, not acknowledged anything like as much as you should be. Please know that you are appreciated and valued and I’m sure I speak for many when I say “ Thank you. Very, very much”.

Best wishes