Client Advocacy: Leading Client care with empathy
Sun Life's case manager supports a Client with COVID-19 through empathy and proactive care. Our employees’ actions reflect Sun Life's commitment to putting Clients at the centre of everything we do. Keep reading to find out more.
When our regional case manager, Austin, got off the phone with our client, Geneviève, he was worried.
Geneviève had just returned from a six-day ordeal at the hospital. She was exhausted. When she finally got home, she soon learned that she’d contracted COVID-19. In her eighties and with other health conditions, she was at risk of developing serious or life-threatening symptoms.
Geneviève was understandably reluctant to return to the hospital. Austin could sense in the tone of her voice, if not in her words, that she was feeling overwhelmed and vulnerable. He empathized with her not wanting to return, but tells her that he’s worried. The hospital is probably the best place for her, at least until she’s feeling better. Geneviève is still hesitant, and tells him she can’t go back.
With more caring encouragement, Geneviève eventually agrees, but she trails off and doesn’t sound certain. Austin doesn’t feel right when he hangs up the call. He knows she’s alone, so he takes ownership. He sends an ambulance to her home to make sure someone is there for her that night.
The next day, he called Geneviève.
“I just wanted to make sure you knew somebody was looking out for you.”
“I really appreciate it Austin, thank you for following up. You’re probably the only one.”
Austin tells Geneviève that if it were one of his family members, he’d do the exact same thing. “Putting myself in her shoes…I’d want that attitude on the other end of the line, that they’re taking care of me.”
Thanks to Austin, Geneviève felt stronger and more prepared to seek further medical care. He helped to build her confidence in Sun Life—and herself—by turning a moment of uncertainty into an act of empathy.
Our people are what make us unique. Each of us has the power to inspire others to embrace and live our values every day, and Austin’s efforts reflect the best of who we are. He demonstrated our commitment to doing what’s right for Clients. We know that this is not only the right thing do — it also supports our vision to create a more sustainable, resilient and inclusive future.