Customer experience magic: Sue Harman wins Magic Moments awards

The player is as the heart of everything we do and the lottery team is dedicated to giving all our customers the best experience possible. It came as no surprise then when Sue Harman, Members Relations Assistant, was nominated for a ‘Magic Moments’. ‘Magic Moments’ acknowledge Dove House staff and volunteers who go above and beyond to provide great care to patients, staff and visitors. Whether it’s a friendly gesture, an act of kindness or simply a way of putting people at ease when they may be anxious or upset, these are the kinds of thing which can make a big difference to people, and which make us all proud of Dove House Hospice.

Sue received her certificate from Dove House Chief Executive , Anna Wolkowski

Sue received her certificate from Dove House Chief Executive , Anna Wolkowski

She was the overall winner of the award for the month of August for showing great team work and supporting service users and their families. Sue went the extra mile for a lottery player known to the hospice. When speaking to the lottery player on the telephone he told Sue about his wife’s passing in January and that he had meant to get around to seeking additional emotional support for members of his family. Sue, with permission from the lottery player, was able to arrange for the Family Support Team to get involved and help them receive the support they needed to cope with their loss.