Caught in the Act: Serina Sithole

Caught in the Act: Serina Sithole

Introducing “Caught in the Act” – What exactly is this all about? Well, as someone who loves facilitating training and coaching individuals and teams on providing excellent service, I naturally believe in giving credit where due. I was recently in awe of service I received from a particular person and that’s what inspired me to introduce this on the blog section of this website.

Very often, people complain when they receive poor service. This seems so much easier than to give credit to those who are deserving and for this very reason, I thought that it would be a great idea to spread positive stories, hence, the idea of “Caught in the Act” was born.

I sometimes perform the role of a “mystery shopper” where I go into a certain store or business and pretend to be a normal, paying customer but I am judging the service provided, of which I give written and detailed feedback to the client. I, of course, can’t share that here, as it wouldn’t be a “mystery” after all.

What I do want to share, is those unexpected situations when I go around doing my day to day errands and come across someone who goes the extra mile. When I’m not working “undercover”.

Serina Sithole, in the featured image of this post, works in Professor Mwantembe rooms at the Arwyp Medical Centre in Kempton Park and is the lady who has inspired this post.  To put this into context, I have to sadly share that prior to engaging with Serina, I had engaged with a few other administrative staff at three other hospitals and the lack of passion, dedication and commitment was shocking and way below the standard expected of people in such roles. It was nerve wrecking!

Serina, on the other hand, was a breath of fresh air. From the first time I called her, until the very last interaction, her mannerism was professional, kind, calm, caring, understanding. All the things you would expect someone in a hospital or Doctor’s rooms to be.

Serina displayed enthusiasm to help. She took down my details and offered to call me back with the information I required and she indeed honoured her word.  There was something that medical aid was not going to pay for, with incorrect codes submitted; she went the extra mile to sort this out and to make sure that there would not be any discrepancies with the medical aid. When I called to check on the patient in the ward, she assisted politely, giving me peace of mind.

You may wonder why I am raving about this; shouldn’t this be the standard? Yes, it should but it sadly isn’t always the case. Serina’s behaviour and attention to detail and compassionate persona made me feel like I could go all the way to Kempton Park, which isn’t the closest facility to home, just to receive such excellent service.

I asked Serina for a comment and she said, “My brief history…I started working for Professor Mwantembe in 2015.  I love my job and delight in being of service to my patients. My passion is to see my patients getting the much-anticipated help they are looking for.”

Serina’s passion is something you can’t miss. She demonstrates that there are people in this profession who do actually care. I think we need more Serina’s in this world.  When someone is concerned about a patient in a hospital and about medical aid procedures, etc. it is consoling to know that there is someone helpful around during this time.

At a time where I was concerned about the wellbeing of someone very close to me, who was in and out of hospitals for over a month, and where I wasn’t experiencing any joy from other people in the same role as Serina at other hospitals, Serina made a positive difference, she cared!

Serina, keep on doing what you are doing in the way that you are as you made a positive impression! When people are feeling fragile (as I was) with loved ones being in a hospital, they need kind and caring staff at their disposal…who don’t make them feel as if they’re doing you a favour.


If you know of anyone or come across anyone who goes the extra mile, you’re welcome to submit the following details to me, for consideration to be posted on the blog, as I do believe we all need to recognise and appreciate the people who go the extra mile and make a positive difference;

  • A good quality photograph of the person
  • Your contact details
  • The person you’re recognising – their contact details
  • A summary/details of the service experience you want to share

Send your submissions to admin@ngagetraining.co.za with the subject “Caught in the Act”

A submission does not guarantee that it will be posted, all submissions will be posted at the discretion of Ngage Training.

Let’s encourage, let’s recognise and let’s celebrate excellent service!


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