"Pleasantly surprised to find a person with personality"

I phoned 111 and as usual I got the generic scripted robot type of response associated with it. My symptoms got worse (chest pain and cough) and I called back - second time I got cut off as it was connecting me after being on hold. Third time I got through to something surprising - a person with a personality who, yes asked the same scripted questions, but also listened to me and my concerns without having a melt down that it isn’t ‘on script’.

The member of staff was Rosana, her personality and the sense of actually talking to a person helped to relieve my worries and made me feel like someone actually cared. She also didn’t jump onto the ‘oh my god it’s a cough - COVID-19 & she actually listened to what I had to say - she listened to me when I said I have had the cough for over three weeks, with no other symptoms other than chest pains experienced today. She reassured me and restored my faith in humanity - ok so slight exaggeration, but definitely in the NHS 111 Service!

I hope my compliments and praise reaches not only Rosanna, but also her managers. I also believe she should be an example of what providing good service to care ratio is and the importance of a personality.

Sadly another staff member I spoke to after dismissed anything else said and told me to self isolate and take paracetamol as it may be a nipped nerve. I tried to explain but I didnt feel listened to. The call that was due within four hours also come through after, This staff member prescribed antibiotics after hearing my cough and it’s duration - the same information the previous staff member heard the first time. I was also prescribed painkillers to help ease any pain from the coughing.

If only Rosanna was a GP...