It is not about perfection. No one walks into a room or a service centre expecting someone to be perfect, nor seeking attention. It is about being mindful of what one is responsible for, understanding what one has been trained to do or paid to do.
Perhaps, dedication and humility don't come with pay or someone's qualification especially in public service to be efficient or genuine, it comes with great sense of workmanship or wanting to serve sincerely.
I've accessed different public services, but not quite like this one. The one that was so efficient and professional. Having spent a decade in public service myself, I've gained a considerable experience of working in the public domain but sadly, in many instances, those experiences have not been very impressive.
Of course, many would say that it starts with you, or that it depends on your attitude. I believe the same.
Recently, I happened to walk into a health centre for an emergency. "Hi, how can I help you?" was the greeting from the reception desk. As I entered, I noticed a curious receptionist's eyes following our footsteps. They seemed to sense that we're worried and perhaps understood that their words at that moment could either add to our stress or help calm the situation.
We must remember that someone walking into an emergency centre usually arrives with a purpose or a sense of urgency. What happens next can leave a lasting impression. In my case, it did.
Knowing that our situation was being treated fairly and equally, we were able to calmly explain why we needed to see the Nurse. We did not arrive with hope alone but with immense trust in their service.
Once everything was under control, we took a seat and eagerly waited for our turn. Our token number was 54. A moment later, token number 53 was called. I assumed they had arrived with a similar hope. When they left, I saw them with a huge smile and thanking the staff. That simple sight reassured me. That is the kind of service we look forward to receiving.
Soon, our turn came.
We were called into the nurse's room and after settling down, began having a simple but meaningful conversation. The Nurse on duty handled our situation with care that we did not feel panicked or even bored while waiting. Somehow, in that moment, everything began to feel better.
My daughter's fever and headache seemed to ease gradually. It was like a magic! Perhaps it was simply the psychology of being cared for by a professional or the reassurance itself helped, but everything gradually began to fall back to normal and seeing that smile on my daughter's face in fact brought a huge relief to me.
I was genuinely overwhelmed by the service provided in the centre. It could be the culture or simply the act of being professional, all that I can think of is the act of being kind and genuine.
I was not simply happy because I received the service I needed. I was grateful for how the situation was handled. We're treated not merely as another patient, but as human beings, another family looking for help during a difficult moment, hoping that someone would make the situation a little easier.
It was the humility, kindness, and genuineness of that interaction that made everything feel normal again.
In a world driven by so many challenges and pressures, it is not always easy to give or receive; whether it is a service, material support, or simply a kind word. Sometimes, all it takes is a different approach, a different attitude, or a small gesture to make someone feel safe.
When I think back my days in school as a teacher, I somehow feel good and satisfied that I always tried my best to be as professional as possible. There was no special treatment for someone I know or someone coming from well-to-do family or public servant or someone from farming background. All these did not matter to me so long they are my students, they are treated well and with equal respect they deserve. Simply, I treated them as another human being.
A kind gesture can make someone feel that they matter and that they too have a place in this world.
It was the genuine humility and kindness shown by one person that made such a difference to us. On the surface, it was simply a Nurse doing their job. But doing a job in a way that makes another person feel safe, respected and cared for is something much greater.
Providing a service at that level is not always easy. It takes a different mindset. It takes patience, awareness, culture and, above all, humanity.
Perhaps we do not always need extraordinary things from one another. Sometimes, all we look forward to is a small act of kindness, who can feel someone is drowning.
Whether in a hospital, a public office, a workplace, or even within our own homes, the way we treat people matters. And sometimes, an ordinary act of service, performed with extraordinary humility, can stay with someone for a lifetime. I probably would take the service as an example above ordinary of a Nurse doing their duty so well.
Thank you!
