Thanks to our receptionist Caroline!

 

We would like to thank our receptionist, Caroline, for the professionalism and care she demonstrated during two recent incidents involving patients in significant mental health distress. Both patients fed back their appreciation, and a Registrar also formally recognised her contribution.

Caroline made all the difference to two patients, who were both struggling seriously with mental health issues. She handled their calls with empathy, reassuring them and directing them to the most appropriate clinician or source of help.

caroline

One patient phoned up to pass on their thanks to her and the doctor who had helped, while the Registrar said:

‘I’m writing to formally recognise Caroline for her outstanding professionalism, compassion, and calmness under pressure. During a moment of acute distress, my patient reached out by phone and was connected with Caroline who stayed on the line, listened with genuine empathy, and offered steady reassurance at a time when it was desperately needed. Her ability to remain composed, supportive and fully present quite literally helped save a life. My patient has since expressed deep gratitude for the kindness and humanity Caroline showed, and I want to echo that appreciation. She demonstrated the very best of what we hope for in our service — compassion, skill, and an unwavering commitment to patient wellbeing.’

One patient phoned up to pass on their thanks to her and the doctor who had helped, while the Registrar said: ‘I’m writing to formally recognise Caroline for her outstanding professionalism, compassion, and calmness under pressure. During a moment of acute distress, my patient reached out by phone and was connected with Caroline who stayed on the line, listened with genuine empathy, and offered steady reassurance at a time when it was desperately needed. Her ability to remain composed, supportive and fully present quite literally helped save a life. My patient has since expressed deep gratitude for the kindness and humanity Caroline showed, and I want to echo that appreciation. She demonstrated the very best of what we hope for in our service — compassion, skill, and an unwavering commitment to patient wellbeing.’

Caroline, who worked in customer service for two decades, and joined us just over a year ago, said: ‘I am an active listener, which is what makes the difference - putting myself in that patient’s position and thinking how would I want to be treated? You need to give patients extra support and when you have that personal touch you know you are going to give them the best advice you can.  If I can put a smile on somebody’s face or make somebody’s day better, then I will do it. In reception we are all here to care and help.’

We recognise the essential role our reception team plays, particularly during moments of crisis, and we want to acknowledge both Caroline’s actions and the consistent commitment shown by the whole team.

For sources of help, including out of hours:

Published: Mar 5, 2026