But what surprised us most was how much human connection mattered. The way we spoke to our sick child, the compassion we showed her younger sister, the messages we shared with family and friends, the conversations with doctors, and the updates we gave colleagues — all of it shaped how supported and understood everyone felt. The importance of listening came to the fore, as did the need to give space to process when words failed.
It is fair to say we knew a lot about the art of communication, but nothing prepared us for living it in every moment of every day. Choosing words carefully when your child was scared. Steadying your voice when inside you felt anything but calm. Listening fully when she spoke, and delivering information in ways that offered reassurance.
Then there was the other side: the way medical professionals, family and strangers connected with us. We realised just how much power there is in how something is said — the tone, the pause, the attentiveness, the quiet reassurance. Every word, gesture, and silence landed somewhere, leaving a mark.
As parents, we felt the raw power of human connection. As professionals, it showed us more than ever how essential authentic connection is in every interaction.
This is our story, and it led us to do what we do today with even more passion. In 2022, our daughter had a life-saving kidney transplant, giving her a second chance at life. She is a daily reminder of why human connection sits at the heart of everything we do at 1948.