Building a Better Health Service


How we receive messages from clients is a test of our values

One of the Values in Action champions told us about a colleague who had taken a call from an elderly patient who was upset that her appointment was cancelled. The lady was trying to get through to the consultants secretary to organise another appointment and for whatever reason got through to her colleagues office instead. This colleague empathised with the patient and assured her that she would follow up with the secretary and ask her to return the patients call which she did. On the call the lady shared that her husband had passed on and her son was in London and so she realised that she was lonely. They continued to chat over the next hour and the lady thanked this colleague for taking the time to listen and talk with her.