A volunteer with the South Eastern Trust for over 18 years, Rafia Hussain provides essential phone calls to patients living with Dementia, their family or carers to remind them about their hospital appointment.
On Dementia Action Week, Rafia explained how the service has been designed to help patients feel confident about their upcoming visit for their ‘Memory Test’ at Lisburn’s Lagan Valley Hospital.
With her calm, measured tone, Rafia shared how she, along with a colleague, make several calls to ensure the patient is aware of their upcoming appointment.
“The way you speak to people, especially over the phone is very important. You want that patient, their family or carer to have confidence in you and to be reassured that you are reminding them when they need to attend hospital. The service is an important way to build up trust with our patients who have Dementia and it is important that the message is delivered in a calm, patient and measured way.”
Rafia added how she is aware that the patient at the other end of the phone may have difficulty understanding her message or be hearing impaired so, “I always begin by introducing myself and the fact I am calling on behalf of the South Eastern Trust.
“For me the phone service is helping the patient and the health service so appointments aren’t missed. It is a great service to have and for me as a Volunteer, it is my way of giving back. The Health Service means to much to me.”