A Sip of Flava ☕

Sometimes, the Call Isn’t About the Call

Yesterday was one of those days.

Phones ringing nonstop.

Patients upset.

Pain pouring through the line faster than we could return calls.

By the end of the day, there were still calls in queue… and honestly, I was tired.

Then I answered a call from an 81-year-old gentleman.

He started out angry. Not at me — just at the situation. He was in pain. His surgery had been delayed. His doctor’s office was closed. He kept saying, “I know it’s not your fault.”

So I did the simplest thing.

I listened.

I let him grumble.

I let him explain.

I let him take his time.

At one point, I told him I understood — that I live with pain too. And just like that, his voice softened. He started telling me about a research study he’d once been part of, focused on arthritis. He got technical. He got animated. He got… human.

For 30 minutes, it wasn’t about prescriptions or policies.

It was about being heard.

I stayed within the rules.

I gave him options that were realistic.

And when we hung up, he was calm. Even happy.

I clocked out late that day — but I clocked out peaceful.

Years ago, working in Vegas, I learned something that has stayed with me:

A lot of patients don’t have anyone to talk to.

So when someone gives them time, even briefly, it can feel like a moment of sunshine breaking through a hard day.

Yesterday, I got to be that sunshine.

And honestly?

That was the best way to end a very hard day. ☕✨

— Lady Flava