Dear Editor,

We would like to express appreciation for the level of professionalism and exceptional service and care displayed by team members at the University Hospital of the West Indies (UHWI) as they interacted with our mother Lucille Campbell during her stay on ward one from August 2-7, 2022, and her visits to the surgical clinic on July 11 and 25, 2022.

Having consistently heard negative criticisms about the UHWI and some staff members, we were indeed pleasantly surprised and thoroughly impressed by the level of professionalism, care, and courtesy displayed by all the team members we met. It was like a breath of fresh air to interact with them. It is noticeable that some level of customer service training has been embarked upon by the institution, and for this I commend the hospital’s administrators.

We cannot remember all the names of the team members who served us but must mention a few who went beyond the call of duty to help and to reassure. This has truly helped us in managing our mother’s health challenge.

We were first impressed, upon entry to the hospital, by security guard Palmer, who helped us to navigate parking for my mom who has a disability and then came porter Mark who flashed a big smile and rushed to offer wheelchair assistance in getting her around, then we encountered Dr McDaniel, the consummate professional who was and continues to be very helpful, compassionate, caring, and understanding.

Upon admission to the ward we met the very courteous and extremely helpful porter Clarke who became our GPS in finding our way around the hospital, as this was our first time there. Her level of professionalism is beyond exceptional. The nurses and patient care assistants on ward one are absolutely wonderful, Florence Nightingale reincarnated. They are extremely caring, compassionate, kind, patient, and helpful — they are simply the best.

From the vivacious nurse Marriott, the calm nurse Howard, nurse Blackwood, nurse Ellis, nurse Cunnings, nurse Brown, nurse Burke, nurse Blake, and nurse Robinson to patient care assistants Bennett and Sinclair, they are all true professionals who have raised the bar for others to follow. Excellence is in bloom on ward one!

Commendations also to the very calm, professional, and compassionate Dr Gabriel, who clearly communicated the procedures to be performed and opined on our mother’s prognosis and possible treatment. He gave some reassurance and a ray of hope, even for a moment. We were impressed and extremely appreciative of his approach to patient care.

To Dr Young, Dr Riley, and the other doctors whose bedside manners warmed the heart of our mother and comforted her during her stay, we say thank you so much.

Last but by no means least, Dr Michelle Bailey, a truly remarkable and incredible professional (the former official patient and hospital advocate, marketing and public relations officer for the UHWI) who truly believes in the institution, its capabilities, and the improvements to be experienced. She reassured us that mother would receive the best care at the institution and that the institution has been transformed. She was right again. Thanks, Dr Bailey.

Again, we are indeed grateful and very appreciative of all those who have served us and will continue to serve us. We understand the challenges being faced in the health sector and are even more impressed when our health-care workers overlook those challenges and deliver excellent service.

You indeed have some amazing assets, UHWI, please treat them well and do all that you can to keep them.

Lucille Campbell

Margaret Campbell

marchabell@gmail.com