Mental Health First Aider - Receptionist true story
This story was sent to me by one of our Mental Health First Aiders
June is a receptionist at a dental service. There was a client who rang regularly and the common theme was that the person became upset and verbally aggressive and then would say 'nobody can help me' and then hang up. All of the receptionists at the service dreaded answering a call from this person.
After doing the MHFA course June decided to put what she had learnt into action with this client. When the client rang June listened closely to what the client was saying. She repeated back to the client some of what they had said (the client spoke rapidly and said a lot before there was a chance to answer). She did this three times and then something amazing happened. The client stopped talking rapidly and said with an amazed tone 'you heard what I said!'
June was then able to do some clarifying with the client. She asked 'Have I got this correct, you are in pain and feel that we have let you down?' The client indicated this was so and June then proceeded to ask how the service could help.
The outcome of this was that the client got what they wanted and always asked for June when she rang from this time on. It turns out the client has an anxiety disorder and was terrified of dental treatment. When ringing to make the appointment this anxiety overwhelmed her. She didn't think that anyone was listening to her.
Win/Win Mental Health First Aid in Action!
Mental Health is everyone's business
