A patient kindly shared this heartfelt feedback following their visit and also took the time to answer some further questions to help reassure and guide others who may be attending for an appointment. We are incredibly proud of the team at Nightingale and the Buttercup Unit for the care and compassion they continue to show to every patient.
“I was referred to the Buttercup Unit by my GP due to ongoing breathing problems. I was contacted by phone to arrange my appointment, although I didn’t receive any information beforehand, which left me feeling a little unsure about what to expect.
However, from the moment I arrived, I felt reassured. The volunteers were incredibly friendly and helpful, warmly welcoming me and directing me where I needed to go. The hospital environment itself was excellent, spotless, airy and spacious, with a calm and quiet atmosphere that immediately put me at ease.
Although I arrived feeling anxious, I wasn’t waiting long before beginning some preliminary tests with a staff member who was exceptionally friendly and patient. Throughout the appointment, everything was well organised, and I was guided clearly through each step. I never waited more than a few minutes between stages, which made the experience feel smooth and manageable.
The main appointment itself left me feeling a little overwhelmed and unsure, and afterwards I went for further blood tests. The nurse who cared for me was incredibly kind. They introduced themselves, explained everything clearly, and quickly noticed that I was upset. When I became tearful, they responded with genuine empathy and compassion, taking the time to listen and reassure me without any sense of rush or pressure. They even offered me a cup of tea, which was such a thoughtful gesture and meant a great deal in that moment.
As I left, another member of staff gently acknowledged how I was feeling with a quiet word and a kind touch, which made me feel truly cared for. Even though I said I was okay to leave, it was clear there was no pressure. I felt fully supported throughout.
On my way out of the building, I met a volunteer for the second time who had helped earlier. He noticed I was still upset but respectfully didn’t pry. When I mentioned I was unsure about my journey home, he immediately stepped in to help, looking up bus times and even walking me to the bus stop to make sure I got there safely. His kindness and initiative made a lasting impression and helped me feel much more confident about getting home.
I had travelled to the appointment by taxi to ensure I arrived on time, but thanks to this support, I was able to return home by bus feeling safe and looked after.
In 30 years of using the NHS for complex health problems, I have never been treated with such overwhelming compassion and I am deeply moved.
The main thing I would want other patients to know is that you will be met with kindness, patience and guidance at every step. Visiting a different hospital can feel daunting, especially if you are used to a main site, but the care I received here was exceptional. In many years of receiving healthcare, I have never experienced such overwhelming compassion.
I feel incredibly grateful for the care I received. The staff across all roles should be very proud of the difference they make to patients every day.”