A patient attended the pre-assessment clinic for a pre-operative assessment. The lady said that when she came in she was lost. Mary approached her and was so lovely and showed her where to go and went to get a drink for her while she waited. The lady describes how she was so nervous and so embarrassed by the test results and Mary was empathetic and reassuring. The patient said that she put her at ease. She described Mary as gentle. She said that Mary gave her a full explanation of her upcoming procedure and told her what to expect on the day. The lady said that this was a huge help in allaying her fears. The lady required a prescription and it was too late for her to go to her GP, so again Mary went above and beyond and got the prescription for the lady. At every step of the interaction with this lady, Mary went above and beyond for her. The lady’s experience was overwhelmingly positive.