'On the ninth Day of Christmas, Care Opinion gave to me, Voices reaching out, sharing stories over the phone with glee.'
Season’s Greetings!
My name is Vickie and my journey began with Care Opinion in July 2019. As a member of our small admin team, my role spans various tasks and amidst these myriad duties, the part I hold closest to my heart is the privilege of connecting with individuals daily over the phone. It's through these conversations that I listen to and document their stories, a part of my job that I truly cherish.
Lately, the volume of calls I take has significantly increased. You might have seen the numbers in our ‘Third Day of Christmas’ post. While some calls aren't directly for us, we do our best to assist by providing contact numbers or email addresses, which callers seem to appreciate. What I find the most rewarding is the impact that the caller has got through to a ‘real person’ and they are quite often surprised by this, expecting an automated service. I suppose the most common thing I hear is their lack of access or ability to use the internet and how they are grateful that they can express their personal thank you’ s verbally. I often lighten the conversation by sharing my dad’s term for the internet, ‘the tinterweb’ and how he finds it confusing, which usually raises a chuckle and hopefully puts the caller at ease.
Most stories I hear are simple expressions of gratitude and love for our NHS. It's heart-warming to repeatedly hear praise for the same services or staff. Despite never meeting them, I feel acquainted with these staff members through the wonderful compliments they receive. Being part of the feedback process gives me a sense of contribution to the community. Among the many stories I hear, a few stand out vividly. I remember one gentleman called to share his praise for the treatment received for his cancer diagnosis. I have never encountered a more jolly, optimistic, and upbeat person and we laughed through our 20 minutes of conversation.
Another call etched into my memory is from an older gentleman seeking help. He seemed unaware that we primarily function as a feedback website. He shared his struggles, expressing feelings of isolation and distress due to his health. He mentioned being an ex-serviceman and once had support from a local service. Although his needs stretched beyond Care Opinion's scope, I couldn't simply leave him without attempting to assist. With his consent, I shared his details with AgeUK. Remarkably, they were responsive, recognising his situation despite him slipping off their radar after his move. They arranged a prompt visit and continued regular support. A few weeks later, receiving his call expressing gratitude truly warmed my heart. It was lovely to hear that he was on the mend and feeling much happier. I won't lie; it did bring a tear to my eye.
I could share endless tales about the wonderful calls I take and the lasting impressions of these stories, but then this blog would turn into a novel. My passion for this role remains unwavering. I treasure the opportunity to lend an empathetic ear and amplify the voices of those who might otherwise feel isolated and unheard. Being part of this journey fills me with immense pride, knowing that in this role, I can make a difference by connecting and advocating for those who need it most.
Wishing you all a lovely festive period and a Happy New Year! Remember to follow us on social media for updates, features, news and of course, glimpses into the remarkable stories we receive.
