Natalie: Dispensing Centre Manager, Aston

Date: 12 May 2021      Category: News

Natalie Wiltshire

Natalie is a Dispensing Centre Manager and is based in Aston, Birmingham. Following on from our Customer Satisfaction Survey for 2020 and all of the kind feedback we had, we thought we’d touch base with those that interact with our lovely customers on a daily basis and find out more about their experiences – specifically during the COVID-19 pandemic.

What does it feel like to be working in healthcare during a world pandemic?

Although we are only a small cog in the grand scheme of things in regards to NHS healthcare, I am very proud that Medilink have been able to continue and we’ve been able to support customers during a difficult and uncertain time. In spite of all the uncertainty and busy phone lines, all departments pulled together to ensure we could still provide our exceptional service.

I know that the work that myself and every member of Medilink puts in, is benefitting a customers’ quality of life and protecting the valuable resources of GP surgeries and hospitals.

Has COVID-19, lockdown or restrictions changed the work you do?

One thing I have definitely realised more is just how important and essential the Medilink® service is to our customers. I have also recognised just how reassured customers feel knowing that they can have a chat with us over the phone. Sometimes, for them to see a familiar and kind face delivering their stoma supplies in a ‘COVID-safe’ way was all they needed for a little more comfort.

Every little contact, happy voice, smile or shared joke is something that makes each customer contact special, especially during a period where we cannot see our family or friends.

Have communications/relationships with customers changed at all?

With customers being even more appreciative of the work that we put in, and always asking how we’re getting on, it’s clear the service has become that bit more personal than it was before. Customers interact with Medilink even more with updated on new hobbies and day-to-day routines.

I’ve enjoyed learning more about my customers and getting to know them on a better level.

What have you loved most about working for Medilink® during this time?

One thing I’ve loved about working for Medilink® during this time is how supportive the company have been and how they have ensured everyone feels safe and secure in their hygienic working environment. With the business being very flexible and adaptive to support the workforce and its customer base, it definitely eased some of the worries about working through a pandemic.

I count myself quite lucky to be part of family business with strong family values.

Everyone has been affected by this pandemic in one way or another, but I’m proud of the work that we do at Medilink® to help support the NHS by ensuring our stoma and continence customers are well supported.

We’d like to say a big thank you to Natalie for sharing her experiences and insights with us and it’s very reassuring to know just how much the service is not only appreciated but also to understand how much effort and work goes in from many others just like Natalie.

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