Building a Better Health Service

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Thank you for listening

One of our colleagues felt she didn't have any interaction with patients, so we got talking! Someone said you work in a hospital, you must have, be it on the phone, meeting them at the coffee shop etc and it triggered her memory, 

I sometimes talk to patients and service users on the phone

She remembered she had a call from an elderly lady who was upset that their appointment was cancelled by the hospital and she was trying to get through to the consultants secretary to organise another appointment. The lady for whatever reason got through to my colleague's office. She really empathised with the patient and said she would follow up with the secretary and ensured she returned the patients call, which the secretary did. 

The patient really appreciated this and thanked her for listening and talking to her.