Mo's Story

'Outstanding service, portraying the practice in the highest of professional standards and competence'

12 June 2021

Amidst much criticism during the pandemic of GPs/GP surgeries, Quakers Lane Surgery in Richmond gained top marks on this occasion, for empathy, efficiency, prompt response and friendly, professional manner.

At the time, as I was suffering from a painful, run-of-the-mill infection, and due to go on holiday the following day, I consulted the local pharmacist.

All he could provide was medication which I knew from past experience, was ineffective. So, he sent me to my GP with instructions to tell them that he could not help me.

My heart sank due to the short timescale involved, and chances of achieving required medication before going away, seemed unlikely.

Undeterred, I decided to visit my GP surgery dispensary and explained my predicament to Georgina and Emma, who promptly thought through and delivered a solution.

To add to their problem, the surgery was due to close for the day at lunchtime for staff training. Not discouraged, they found a doctor to prescribe and a colleague very kindly delivered my medication later, on her way home.

The dispensers showed kindness and initiative at every stage and I was truly grateful, feeling that they went beyond my expectations by going that extra mile.

Top marks to Quakers Lane dispensary staff and joy of joys, my holiday went ahead with the problem under control. I should add that I had never met either dispenser previously.

Writing to thank them afterwards, I emphasised how much I appreciated the patient centred response from all concerned - without which I could not have gone ahead with my much needed holiday.

Outstanding service, portraying the practice in the highest of professional standards and competence.