Robyn Craddock has been a constant at Princess Alexandra Hospital’s switchboard for 16 years, though for most people, she’s known not by face but by voice.
On any given shift she receives between 400 and 800 calls from members of the public or staff, and each one is different. Some are quick transfers while others require persistence and a bit of problem solving.
“I love being a detective,” said Robyn. “Sometimes you’ve never heard of what they’re asking for, but you keep digging until you find it.”
While finding the right number is key to being a Switchboard Operator, Robyn said it’s also about connecting with the person on the other end of the line.
Before she answers any call, she smiles. “You can hear it in someone’s voice.”
It’s a small gesture that makes a big difference especially in a busy hospital environment where callers are often worried or stressed.
Over the years, Robyn has become a source of calm and reassurance for countless patients, families, and staff.
She’s spoken with relatives anxiously waiting for updates, encouraging them to keep checking in. Sometimes those conversations continue over days or even weeks.
“One lady sent me a recipe once because we spoke so often about her sister who was here, she got to know me,” said Robyn.
In another moment that stayed with her, a caller with a brain injury thanked her simply for treating him with patience.
“He said people often thought he was drunk because of how he spoke but it didn’t even occur to me. We’re dealing with people going through all kinds of things.”
It’s this empathy and her ability to see the person beyond the call that sets Robyn apart.
Her care extends just as strongly to staff, understanding the pressure clinicians face and treating them with compassion, even in high-stress moments.
Whether it’s tracking down a hard-to-reach contact, helping a doctor connect with a patient’s family, or going out of her way to find support in urgent situations, Robyn is known for never giving up.
“I respect what everyone does here. Everyone has a role, and everyone’s under pressure.”
Over time she’s watched junior doctors grow into consultants, built lasting relationships across departments, and become a familiar, trusted voice throughout the hospital.
For some, recognition comes instantly. “I had someone stop me once and say, ‘Robyn from Switch?’ They recognised my voice,” she laughed.
Now, as Robyn retires, she’s looking ahead to a different kind of busy life filled with family, grandkids, a little more routine, and a lot less shift work.
“I’ll miss this place though. I’ll miss the calls, the team, and the people.”
And while she may be stepping away from the switchboard, her positive impact will remain.
Congratulations on your retirement Robyn, and thank you for always answering the call. Your kindness and unmistakable voice will continue to resonate long after you’ve hung up the headset.