Patient-centered approach across the practice
I've been a patient with this surgery for several years and have historically had some less than positive experiences with both reception and nursing staff but have recently had 2 very positive experiences and so wanted to highlight the change I've seen recently, particularly with surgery staff being so much more patient-centered in their approaches, with much improved communication. I know I can't name anyone as this review will then not be shared but I'm hoping this can be shared directly with all staff at the practice so that those involved can hear how much I appreciate the caring and clear communication approach they used. Firstly I reached out in Jan 2024 for wellbeing support and was seen, in person, by a male paramedic member of staff. He provided me with lots of time to talk and I felt genuinely listened to. He asked lots of questions about my lifestyle and mental health history and so it felt like he was really considering my wellbeing from a holistic perspective. His communication skills and sensitive approach stood out to me, especially when discussing treatment options as again he took a holistic approach to this - referring me for blood tests to rule out anything physical, providing short-term medication to help in the interim, and supporting me to identify lifestyle changes and psychological support I could access to take some agency over my wellbeing. I think most importantly, feeling heard and validated through his communication style stuck with me. Secondly, I attended the surgery in Feb 2024 for my routine cervical screening. I had previously had a negative experience of this so requested a chaperone both for the protection of myself and the nurse carrying out my screening. Despite this being a last minute request, a particular member of reception staff went above and beyond to make arrangements for herself to act as a chaperone for me (she is trained as chaperone), recognising that it was important to me to be able to feel more comfortable during the screening. During the actual cervical screening, the nurse I saw also extended this sensitivity and clear communication, using gentle humour and talking me through the process in detail to ensure I knew what was happening. She took her time, not rushing, and checking that I was comfortable and as relaxed as possible which helped to make the screening easier for all involved. Once again it was the patience, sensitivity, and clear communication used by all the staff I interacted with that meant I came away feeling cared for.