When I speak with patients taking our respiratory products, before they utter their first words, I can hear the wheezing and crackles as they struggle to take a deep breath. I calibrate my ears to hear through their breathlessness.
A friendly voice on the other end of the line
I do my best to match their surprisingly optimistic tone, while knowing full well that I may have to shed a tear, exhale, regain my composure, put on a smile and get ready for the next caller. Often, the conversation turns to their family history. I get to hear about their grandkids in college, towns in which they grew up or family members who have passed away. I know for some, I’m just a friendly voice on the other end of the line when they are having a lonely day.
Chances are, I may never talk with these patients again, but imagining what my mother must have gone through during her illness and talking with patients like her, reaffirms my zeal to come in to work every day. I know that I am in a unique position to help the company fulfil its mission to help patients do more, feel better and live longer – and to do that requires that I give my best. Every day and in every way.