I overheard this comment by Noel Fitzpatrick, the Supervet, on the radio recently and it has become something of a mantra for me, particularly given the sector I now find myself working in

"No-one cares what you know, until they know that you care"

Recently my mother who is in her 80s was treated at home because of a fall, only for my father to be berated by the attending nurse for not driving her to the hospital - the anger was evident in my father's face as he told me this story; he truly felt that they did not "care" and saw my mother as a process to be completed.  We have a long way to go

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