"Booking my retninal screening"

I received a letter asking me to telephone to arrange my annual retinal screening. 

Unfortunately every time I tried to call the number I was always stuck at ‘number 1 in the queue!’.

After an appointment at a neighbouring clinic I went along to the desk at the screening clinic to try and arrange an appointment.

It was well after 5pm but I was met by Rachel, and on explaining my situation she immediately took me down the corridor, switched the light on and set up her equipment, even although it was shut down for the day.

This was a great example of a staff member being proactive in dealing with a situation and being patient centred in her care. I would like this to be recognised by the hospital management.

Thank you Rachel

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