[LINE CONNECTS]
Alex: Good afternoon, THT Direct, How can I help?
Caller: Hello. I got your number from the clinic. I was there this morning. They said I should call.
Alex: Thank you for calling. How are you doing right now?
Caller: (pause) I don’t know how I’m doing. I found out this morning that I have HIV. I came home and I’ve been sitting here. I don’t know what to do.
Alex: I’m really glad you called. This must be difficult. Can I ask if this is something you suspected or is this unexpected?
Caller: (voice cracking) I’m a student. I came here eight months ago. I don’t have family here. At home this is not something people talk about. My family would not understand.
Alex: That sounds hard and isolating. A new diagnosis in a new country, away from the people who know you, and worrying about what it would mean if people found out. That’s a really difficult place to be. You’re not alone, we hear from a lot of people in similar situations.
Caller: (quietly) You do?
Alex: We do. Did the clinic talk to you about what the diagnosis means and treatment?
Caller: A little. They said there is medication, that it is not like it used to be. But I was so shocked I could not take it in.
Alex: That’s understandable. It’s hard to absorb information in shock. HIV today is a manageable condition. With treatment on the NHS, most people live full, healthy lives. You will get through this.
Caller: (exhales) Okay.
Alex: I also want to help with the isolation. You mentioned it would be difficult to talk to your family. Would it help to talk to someone? What is your background so we can look for local groups or communities?
Caller: There are groups like that?
Alex: There are. There’s an organisation that connects people and provides support in this situation. Would it be okay if I shared details?
Caller: Yes, please.
Alex: Great. And however you’re feeling when this call ends, that’s okay. You can call us again. We’re here.
Caller: (quietly) Thank you. I didn't know what to expect. This has really helped. I feel like maybe I can…
Alex: You can. You’ve already done one of the hardest things today, you picked up the phone.
[Call continues, peer support information provided]
[END OF CALL EXCERPT]
Alex's post-call note
Newly diagnosed international student, arrived in UK eight months ago. No support network here. Significant concern around family and cultural context at home re: disclosure. Highly distressed at start of call, notably calmer by end. Caller expressed gratitude, one of those calls that stays with you.
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