Experiencing Exceptional Care in Sussex: A Mother’s Story

Lesley’s experience with Sussex Community Dermatology

At Here, we believe that exceptional care starts with understanding ‘what matters to you’. When people feel seen, heard, and supported to express what’s important, they become active partners in their own care, and that’s when real change happens.

Lesley Jay, our Finance Director, recently experienced this first-hand when she took her 14-year-old daughter to the Sussex Community Dermatology Service, run from Bersted Green Surgery in Bognor. Here she tells us how this felt for her and daughter and the difference it made for them.

A warm welcome that set the tone

“I recently had such a great patient experience when I took my 14-year-old daughter for her first dermatology at the Sussex Community Dermatology Service, that I had to share it.

From the moment we walked into the GP practice, we were met with warmth and kindness. The receptionist looked up, smiled, and said, “You must be Isabella!” directly to my daughter. Her face lit up as she was the focus, not me. The receptionist told her that they were running about 20 minutes behind because some patients had needed extra time and asked if that was okay with her.

It was such a small thing, but it made a big difference, subtly telling my daughter that her time and her needs mattered, and that if she needed extra time too, that would be okay. She sat waiting for her appointment feeling calm and cared for,  before it had even begun.”

 He talked with her, not about her 

An empowering conversation

“When we met the consultant, Dr Jonathan Sutton, he began by asking about her life outside of school — what she enjoyed, what she liked to do. That small conversation put her at ease and opened the door for her to talk honestly about her skin, how it affected her confidence, and what had or hadn’t worked before.

He talked with her , not about her to me. He really listened to what she wanted from her treatment and supported her to make the choice that felt right. She left with a prescription she was confident in, and, more importantly, feeling in control of her treatment.”

Building on what matters

“For a shy teenager, being put at ease, treated with respect, and invited to speak up was transformative. That first encounter built a foundation of trust and optimism that will support the success of her treatment going forward.

Now our follow-ups use local blood tests, simple digital surveys, and virtual appointments, building on that shared understanding of what matters to her.

For a shy teenager, being put at ease, treated with respect, and invited to speak up was transformative.

Why understanding what matters – matters

Stories like this remind us that the best healthcare experiences don’t just treat a condition -they start with understanding what matters to you.

That’s the principle at the heart of everything we do at Here and it we love to celebrate exception care when we come across it. We believe it’s important to identify, celebrate and learn from exceptional moment of care like this one.

Because when we start with what matters to you, everything else follows.