"I felt listened to, taken seriously, and reassured"

I want to thank Heather, the senior charge nurse at Ninewells Hospital/Neurology department ward 23a, who called me to follow up after I raised a complaint regarding a member of staff.

From the start, she was calm, professional, and really listened to what I had to say. She took the time to apologise, explained what had happened, and talked me through the steps she would be taking next to make sure it was addressed properly.

What I appreciated most was how seriously she took my experience, but at the same time made me feel reassured that things would change. She didn’t brush it off or make excuses — she owned it, followed up and that showed me how much she cares about both patients and the standards on the ward.

It’s not easy to have these kinds of conversations, but the way she handled it honestly made me feel heard, respected, and confident that action was being taken. She deserves recognition for her professionalism and empathy.

Heather turned what was a really upsetting experience into one where I felt listened to, taken seriously, and reassured that things will improve. That made a huge difference to me.

Thank you, Heather.