Caller Story – August 16, 2021

Caller Story – August 16, 2021

Each week we will post a summary of interesting and representative 211 calls. This week, we have a connection from Newfoundland and Labrador.

Newfoundland and Labrador:

A woman called 2-1-1 to request for some guidance with cancelling her vaccination appointment. She shared that she was comfortable with the entire process of booking her appointment, but was surprised by how challenging it was to cancel. She expressed that she was frustrated because she was trying to do the right thing by cancelling the appointment so that the clinic staff aren’t inconvenienced and the appointment can become available to someone who needed it.

The 211 Service Navigator reassured the caller that 2-1-1 would be able to help her find the right information about cancelling her appointment. The Navigator asked some probing questions about how the original appointment had been scheduled and where it was located. Upon confirming these details, the Navigator was able to provide the caller with the contact information for Eastern Health and let her know exactly how to cancel or reschedule an appointment. The Navigator made sure that the caller felt comfortable connecting with the clinic herself and she confirmed that she did.

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