Even at the best of times, when people are sick, they and their loved ones get anxious and stressed. What the pandemic did was heighten emotions and simply magnify all these feelings. Why? Simply put, it is because they saw the hospital as the worst place to be, the place that sure got virus one.

For me, it was the very opposite. If anything, the hospital was the safest place to be because we were in full gear and the rules were very stringent. While many were happy to be at home, I was glad to be working because it meant that I was able to help people. During this time, feedback and queries almost doubled, and patients had higher expectations and shorter fuses.

Admittedly, at one point, I was one of them. I had to bring my son in because he had respiratory problems. Though I knew the standard operating procedures (SOPs), at that moment, I was a mother first, so I wanted to avoid all the initial steps and just get him inside to the nebuliser. When the doctor told me to go to the tent, I was frustrated, but then I remembered why it was important.

This is why whenever a complaint comes in that many may deem petty, I remember what it is like and do my best to help them. Their frustration is simply a natural reaction and all they want is a little help.

During the pandemic, people within the customer service industry, particularly in the healthcare sector, have to bear the brunt of scared patients. I’m proud to say that everyone working in the hospital came together to support one another. It brought us all closer because we realised that everyone has an important role to play and we all worked towards a common goal – to make patients become better.

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