"Phone consultation"

I have ASD and struggle with the stress of telephone conversations. Today I missed an initial call from Lisa at Frederick Street/Aberdeen Health Village, and attempted to call back the reception to intercept the callback moments later. During this call I missed a call-back and this triggered a time-pressure-induced meltdown, as I've been trying to resolve the chronic health issue for a long time and am due to move within the month.

Lisa called me a third time, ever patient and thoughtful, and made sure to walk me through all the information I'd need to know for the procedure, as well as some which went above and beyond to help me understand the situation better and manage my ASD. The procedure will be carried out within the week and she gave extra advice about the period to follow which showed her knowledge, both professionally and empathetically, of the patients and procedures she deals with.

I'm so grateful for Lisa's gentle and efficient demeanour. She helped with more issues than one today with complete grace. She is a credit to her department and has a great deal of warm appreciation from this patient. Thank you, Lisa.