Pholosong Regional Hospital in Tsakane is usually within the information for all of the mistaken causes. Sufferers usually complain about poor service supply, lengthy queues, and delays in receiving their information, amongst different issues.
However there’s one other facet to the story.
As you stroll by way of the hallway into the administration space, sufferers and the power employees are met with singing of gospel songs. One voice stands out, peppering motivational speak and jokes in between the uplifting songs. That is the norm round right here. The individual behind the voice is Irene Sondezi, a girl who has been described by some sufferers as an envoy for the notorious hospital.
The 55-year-old began working on the establishment 20 years in the past as a groundswoman, doing gardening. Through the years, she moved by way of completely different departments till, finally, she joined the standard assurance division. Right here she works as a queue marshal, a place that has earned her the respect of sufferers.
Her day begins together with her on the administration space the place she palms out affected person information, assists with enquiries on the ground earlier than transferring to her formally assigned work house: the outpatient Ear, Nostril and Throat (ENT) division and Eye Clinic. Right here she is tasked with making certain sufferers are in the precise division and that their appointment dates correspond with the power’s system.
Going above and past
High quality Assurance Supervisor, Thandi Lubisi, says Sondezi goes past her job description.
“On the outpatient division, if she sees that there is no such thing as a one managing the queues, she is going to step in and help.”
Lubisi shares that Sondezi was among the many inaugural “I Serve with a Smile” champions in 2019 and 6 years later, she remains to be the reigning champion. The marketing campaign goals to enhance the affected person expertise throughout the province.
“We have now decreased complaints in affected person registration with the help of Irene. Additionally, the supervisors at affected person admin will ask me to not transfer her to a different division. So she has that affect in the entire facility,” Lubisi explains.
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Sondezi says she begins every shift with gratitude to God, having beforehand battled extreme sickness that when affected her work, whereas additionally caring for her mom, who resides with dementia.
“I stayed hopeful that someday God would change my life, and certainly he modified it. That’s why, earlier than doing something, I give gratitude for waking up.”
The ‘face of Pholosong’
Barbra Strydom, who has been an outpatient at Pholosong for 4 years, says Sondezi has at all times been patient-centred.
“Wherever I am going, Irene is at all times accessible; she is at all times serving to, aiding. She is a really pleasant girl and makes you are feeling very snug.”
One other affected person who needed to stay nameless concurs.
“She is the actual face of Pholosong; with out her, many individuals could be misplaced. We thank Pholosong for giving us a mom like mam’ Irene.”
In recognition of her excellence, the establishment has introduced her with certificates of appreciation in 2019 and 2025. — Well being-e Information
