I took my 79-year-old mother, who walks with a frame and has poor health, to the Oxford Eye Hospital. She had four different pre-op appointments on the day, including scans, assessments, and an injection to her left eye. In addition to helping mum, I needed to take my 88-year-old father too, who shuffles with a walking stick (he has Alzheimer's and couldn’t be left at home alone). Helping both of them to get between appointments was tricky and cumbersome. 

James spotted that the appointments could be done in a different order, which would ease my parents' walking and get a better result for the hospital. He took ownership of rearranging things, explained the changes, and then, over nearly four hours, escorted us to the correct places, waiting each time to ensure Mum was seen quickly. He even sourced a wheelchair so Dad didn’t have to walk. 

I know he will have done this in between his other responsibilities. When the appointments were all finished, James was there again to take Dad back to our car while I walked with Mum. These were all small acts that could easily go unnoticed. They didn’t. 

On a day that I feared would be really challenging, James’s care and friendliness stood out, making our experience a great one. We are fortunate to live in a city with such a fantastic hospital, and staff like James who so clearly care about the little things that make a big difference. Thanks James!