*Names have been changed
Rachel is a trans woman living in Doncaster. People who know Rachel describe her as steady, kind and thoughtful, with a quietly determined nature. Rachel was assigned male at birth but has lived as a woman for some time, she uses female pronouns and is known in both her professional and personal life as a woman.
Part of Rachel’s long standing healthcare pathway included her attending her GP surgery every three weeks to receive a hormone injection which is typically associated with male-affirming hormone treatment. For a long period, this worked well and felt reliable, the predictable rhythm helped Rachel feel safe and in control of her treatment.
The GP surgery often communicated with Rachel using the pronouns of ‘he and him’, despite Rachel repeatedly asking the surgery to use her correct pronouns. Over time, this inaccurate language caused Rachel both frustration and distress, coupled with an additional layer of confusion and disconnect in how her needs, feelings and gender were recognised and understood by her GP.
What the surgery viewed as part of ‘his’ hormone regimen was, for Rachel, something far deeper – a matter of identity, wellbeing and dignity.
Gradually, the stability Rachel which had previously valued began to break down. Appointments ended without a follow-up date, and when she phoned the surgery, the only available slots fell outside the essential three-week window. Each subsequent delay increased her anxiety levels; even her annual blood tests became overdue.
Rachel tried to resolve the issues herself. She sent messages, made calls, and repeatedly asked for clarity, but responses were slow or simply ignored. At times, appointments were cancelled at short notice, forcing Rachel to rearrange work or make unexpected journeys. Over time, these repeated disruptions eroded her trust and left her feeling increasingly unseen.
The prolonged silence made her feel isolated, anxious, and frustrated. Rachel said, “Looking back on the process, I realise how much the lack of clear communication affected not only my treatment but my confidence in the services meant to support me, this made me feel invisible at times, as though my wellbeing wasn’t being taken seriously.”
Reaching out to Cloverleaf Advocacy marked a turning point. From the very first conversation, Rachel expressed that she felt genuine relief that someone was finally listening with care, respect, and without judgement.
Rachel’s advocate helped her structure her experiences into a clear timeline and supported her in expressing her concerns in a factual, neutral tone, whilst remaining true to her authentic voice and feelings. This made Rachel feel safe and listened to.
The use of structured, person-centered advocacy enabled Rachel to explain her concerns, communicate with the medical professionals clearly, and gain meaningful support. Her advocate helped her present her experiences factually, in a strength-based manner. This preserved Rachel’s sense of dignity and authentic voice, ensuring her needs were understood.
In the weeks that followed, things changed. Communication from the surgery dramatically improved. Her questions were addressed. A stable, reliable treatment plan was put in place with properly scheduled appointments and regular reviews. The consistency she had been missing slowly returned, and with it, Rachel regained a sense of clarity, dignity, and stability in her care. Rachel expressed deep gratitude for her advocate’s support during an emotionally difficult and uncertain time.
Rachel said “Working with an advocate helped me feel grounded again. It gave me clarity, structure, and reassurance that my concerns were valid. ‘Having someone who listened without judgement and supported me in expressing my experiences made a significant difference. ‘The process reminded me of the importance of speaking up, even when it feels difficult, and it showed me how powerful good communication and genuine support can be during challenging times.”
The outcome of the complaint resulted in the surgery making meaningful changes to practice, both within the setting and the wider care pathway. In addition, staff were reminded of the importance of accurate and respectful communication, including the correct use of personal identity and pronouns, particularly where historical records may not reflect a person’s lived gender.
These changes aim to reduce delays, prevent miscommunication, and ensure that all individuals experience care that is stable, respectful, dignified, and is aligned with their needs.
Rachel’s advocate said, “This case reinforced the importance of listening deeply and without judgement. It also demonstrated how essential it is for services to maintain clear, consistent communication, particularly when someone relies on timely, ongoing treatment. Working alongside Rachel reminded me of the value of empowerment: helping individuals feel seen, heard, and supported as equal partners in their care.
