About to take a ten-year-old straight from the ER to the operating theater for a ruptured appendix. Colin, a charming registrar, has been conducting a master class in dealing with a worried mum—explaining everything that’s going on in her son’s tummy, what we’re going to do to fix it, how long it’ll take, when he’ll be allowed to go home. I try to absorb his method. It’s about telling her just the right amount—keeping her informed but not overwhelmed—and delivering everything at the right level; not too much jargon but never patronizing. Above all, it’s about being professional and kind.
