Hospital Queue Marshal Transforms Patient Care with Song

At Pholosong Regional Hospital in Tsakane, South Africa, patients waiting in long queues hear something unexpected: gospel songs, jokes, and words of encouragement echoing through the hallways.

The voice belongs to Irene Sondezi, a 55-year-old queue marshal who has worked at the hospital for 20 years. She started as a groundswoman doing gardening and worked her way up to the quality assurance department, where she now helps manage patient flow in the outpatient ENT and eye clinic.

But Sondezi does much more than her job description requires. When she sees unmanaged queues anywhere in the hospital, she steps in to help, singing and motivating patients as she goes.

"Wherever I go, Irene is always available; she is always helping, assisting," says Barbra Strydom, who has been an outpatient for four years. "She is a very friendly lady and makes you feel very comfortable."

Sondezi's approach comes from a place of deep gratitude. She previously battled severe illness while caring for her mother, who lives with dementia, yet maintained hope through it all.

"I stayed hopeful that one day God would change my life, and indeed he changed it," Sondezi explains. "That's why, before doing anything, I give gratitude for waking up."

Sunny's Take

What makes Sondezi's story so powerful is how she transformed a routine administrative role into something that genuinely changes people's hospital experience. At a facility often criticized for long waits and poor service, she became what one patient calls "the real face of Pholosong."

Quality Assurance Manager Thandi Lubisi says Sondezi's impact is measurable. Patient registration complaints have dropped significantly, and supervisors specifically request that she not be moved to other departments.

Sondezi became one of the inaugural "I Serve with a Smile" champions in 2019, a provincial campaign to improve patient experiences. Six years later, she still holds the title.

The hospital has recognized her excellence with certificates of appreciation in 2019 and 2025. But her real reward comes from the patients who say they'd be lost without her, this woman they call their hospital mother.