Just how important are Telephone Messages #AnswerMachine


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Just how important are telephone answering machines? VERY important as it keeps your customers informed of you’re opening days and times.

Last week I needed to contact my dentist for an urgent appointment. He is a one-man dentist, with a hygienist and a nurse/receptionist. When he has any time off the practice closes.

I rang at 09.00 last Monday morning, the telephone just rang and rang, no one answered and there was no telephone answering message. I thought they might be starting at 9.30 so I range again – still no answer. I did think this was strange as usually when he has been away on holiday he has answered the phone via his mobile and has advised from there. This time there was nothing.

I tried again just after lunchtime and again around 4.00 pm. I wondered if perhaps he was having a long weekend off. I even checked that I was ringing the correct number.

I tried again the following morning, at 9.00 and 11.00.

The worse part for me was the not knowing. Had there been a message to say how long the surgery was going to be closed for I could have then made a decision to either wait and see him or to seek treatment elsewhere.

As I needed an urgent appointment I telephoned another practice locally and was luckily enough to get an appointment that same afternoon.

Just as well I did as I was told that had I left it any later I would have probably lost the tooth.

I have been with my dentist for over 9 years. No reason to change to be honest, I am not fond of the dentist at the best of times, but he always seemed to be good enough.

I actually found the new dentist to be extremely pleasant, she made me feel very much as ease. The surgery surroundings were very relaxed and the Receptionist was lovely, she chatted away.  I felt far more relaxed when I went in to see the Dentist and she talked me through what she was going to do. The surgery was also much closer to home and there was free parking where I used to have to pay for parking at my other dentist and to add to it all the new dentist’s overall charges were considerably a lot cheaper than my regular dentist.

Taking everything into consideration I have decided to move to the new Dentist, it suits my needs much more, but I didn’t realise that until I was forced to visit the new surgery.

Had my old dentist had a telephone message advising how long the surgery would be closed for I would probably still be going there now.

So, it is vital that you have a good telephone message set up on your phones. Ensure that the message is appropriate and you might have to change a message if you have the following:

  • Morning opening times that differ
  • if you close for lunch – state what time you open again at and leave any emergency numbers as appropriate.
  • Evening closing times differ – again leave any emergency numbers
  • Friday night – leave messages appropriate for weekend closing and again leave any emergency numbers
  • If there is a bank holiday, please ensure that this is mention in the last message before the holiday.

Get someone who has a good clear voice to record the messages. It is essential that they speak slowly and clearly and repeat any emergency telephone numbers twice.

Get someone to check the messages regularly to make sure they are the correct ones.

If you do not want anyone leaving messages add this to your message and make it clear that the service does not accept telephone messages. If you don’t people will use it as a message machine.

There is nothing worse that getting a telephone answering message that is out of date or wrong!

Having the correct telephone message on your answer phone is important. You could lose customers if it’s not.

Does your Receptionist recognise signs of Sepsis. A Patients Story #Bournemouth Hospital


There has been a lot of publicity recently regarding Sepsis. This is aimed at raising awareness and those that work in the GP surgeries and Hospitals will know on too well that this will create fear amongst some patients and therefore will be more than likely phoning the Surgery/Hospital for advice.

We are being told Sepis should be treated urgently as we would a heart attack.

For all Receptionists, Secretaries and Administrators who could be faced with a query regarding this are you fully competent to deal with it? Would you be confident in dealing with a call that could be Sepsis? I must confess I am not sure I would be able to identify this emergency a few weeks ago, but I feel a lot more confident now that I have read up on it.

You probably have procedures and policies in place for dealing with a heart attack. Have you a procedure or policies in place to deal with sepsis? Perhaps at your next team meeting you could put this on your agenda or speak to your Reception Manager or Practice Manager about having one written up.

The most important thing is that you know the facts about Sepis and what is expected from you as a Receptionist if you take such a call. Don’t be one of those surgeries/hospitals that could be highlighted as missing something that might be so obvious to someone who knows what Sepsis is.

Many doctors view Sepsis as a three-stage syndrome, starting with Sepsis and progressing through severe Sepsis to septic shock. The goal is to treat Sepis during its early stage, before it becomes more dangerous.

Sepsis usually comes with a probable or confirmed infection and includes several symptoms. These perhaps can be discussed with a Doctor and the Receptionists and a guide of what questions to ask the patient.

Septis has to be treated quickly as the patient can go downhill very quickly

A chart that I found very useful to help identify some of the symptoms:sepsisqa-2015-big

A very interesting clip from the Royal Bournemouth Hospital highlighted a patients experience and how his Sepsis was nearly missed. They are keen to spread awareness. Well done Bournemouth Hospital for sharing this short film.

Published on July 13 2016. 

Sepsis is a medical emergency, here at RBCH we are keen to spread  awarness and listen to patients experiences to improve care. 

 

Customer Service at its Best #NaturaPalaceHotel #Lanzarote


 

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What do you look for in a holiday? Mine is sunshine, a lovely venue, easy access to local areas, good food, swimming pool, and most of all good customer service.

Well we certainly found that last week when we went back to Lanzarote again for the second year running. Why? Because we could not fault the hotel we stayed at Hipotels Natura Palace in Playa Blanca.

I could not fault the hotel on any level last year, and the same again this year.

The customer service was second to none the moment we walk through the door to the day we left.

On arrival the Reception staff were friendly, helpful and professional. A porter took our cases to our room which was really well laid out  equipped with a fridge, large flat screened TV, table and chairs and the bathroom came with all the usual soaps, shampoos, tissues, hairdryer and other useful accessories.

We had a sunny balcony that overlooked the beautiful swimming pools (2 large pools and one children’s pool) and the best bit there were plenty of sunbeds to go around.

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The food was exceptional and catered for everyone’s taste, you certainly wont go hungry whilst staying at the Natura Palace. The Maitre d” is attentive and very charming making you feel that you are the most important person when he is dealing with you, he remembered that we have been before which was very impressive seeing the amount of people who must pass through the restaurant every day, and the staff again charming and very helpful. There was a wonderful chief who made smoothies to order – they were just amazing.

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The dining room staff work extremely hard, often working the breakfast shift, the evening shift and then working in the bar until late. They worked hours but every single one always wore a smile and were always very attentive.

The bar staff couldn’t do enough to help and got to know you very quickly, they would often have a joke or two despite the language barrier they always interracted with everyone.

The rooms were cleaned every day and the maids always went out of their way to make you feel special.

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The hotel was immaculate the public areas inside and outside were kept spotless at all times.

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The grand staircase in the Main Reception area and the lower grouund lobby area.  

I did the same this year as I did last year. I peopled watched – one the things I have loved doing since I was little (or just plan nosy as my husband would tell me)

I can honestly say that I never seen a grumpy member of staff the whole time we were there, the amount of hours that the staff worked were long and not very sociable, working in the heat giving a  110%. Their customer service was excellent at all times.

I can honestly say I have never witnessed so many staff giving such a great service.

I am intrigued to know how their go about their customer care training. How they instigate the training and uphold it to the level that is being given.

Do Hiptels hold in-house training? Does each department hold their own training or are the staff training as one? Are staff sent off site for customer care training.

To give training is one thing, the hardest thing is ensuring that the training is maintained at all times.

Whatever way they are doing it they certainly have it right. Well done to the Management and Staff at Natura Palace you should be very proud of yourself.

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Patient criticised on Facebook #confidentiality


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We often talk about confidentiality in Receptionist meetings and the backlash that it can cause by discussing other people on social media sites. Even worse if it is linked to your job when you have signed a confidentiality agreement.

Another headline to hit the paper only the other day was

“Hospital apology after doctor criticised motorbike victim on Facebook.”

A doctor who attended a fatal accident wrote a post on her Facebook page stating she had been the first medic on the scene and the accident was gory and had the most horrific outcome.

She went on to say that the motorcyclist was not wearing a crash helmet, saying that they are not a fashion statement and they are worn because they save lives.

The family of the motorcyclist was quite right by being deeply hurt by her post and the hospital where she works has had apologised for her Facebook post.

She never mentioned the motorcyclist by name, but there are many other ways that you can identify a person other than by name.

She is more than likely a very good doctor, and was more than likely extremely upset by the accident and the sad loss of a young persons life. But she should have never put this on her Facebook page.

It’s a shame that her job could be in jeopardy but a lesson to us all. When it comes to anything to do with work, think before you post it on any social media site.

Your opinion could be very offensive to someone.

 

 

 

Confidentiality and Teenagers #111 service


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A friend of mine had the need to call 111 at the weekend (the out of hours’ doctors service). Her 13-year-old daughter was very poorly with tonsillitis and she was getting very distressed as she was really feeling unwell and in a lot of pain.

 

My friend answered all the necessary questions asked by the operator i.e. symptoms, how long she had been unwell for and the age of child.

 

The operator then asked my friend if she could speak to her 13-year-old daughter, she handed her the telephone and was asked the same questions by the operator. When they were finished speaking the operator asked the girl to pass the phone back to her mother.

 

The operator then asked my friend if there was any possibility that the girl could be pregnant – to the embarrassment of both the mum and the girl she had to asked the 13 if she could be pregnant, red-faced the girl said no.

 

The operator advised that the girl needed to be seen in the local Treatment Centre and gave the mother an appointment time.

 

What i cannot understand if the operator felt that the girl was old enough to answer her questions – which she was, and if there was any possibility that she “could’ have been pregnant why did she not ask her that very personal question directly to the girl when she was speak to her.

She could have been very confidential and just said “I am about to ask you a question and all you have to answer is yes or no – coud you be pregnant” All the girl would have then had to say was “yes” or “no” simple! So why did she ask the mother?

 

Do you think I’m right – or do you think the operator was right to ask the parent?

 

 

National Receptionist Day – 11 May 2016


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Today is National Receptionist’s Day – 11 May 2106.

Today is to celebrate the important role that all Receptionists do across the world as well as do the many administrators and secretaries that often work in Reception.

Receptionists are often the first point of contact in a organisation and set an impression within the first few moments. They often work antisocial hours in hospitals, hotel, taxi companies and many more customer based businesses.

So, for all you Receptionists I would like to thank you for all your hard work, the words of wisdom you give and the ears you lend to endless people that you meet on a daily basis.

Have you thanked your Receptionists today?

 

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Happy Patients #guestpost


imagesCAUP3U1DThe guest post today is from someone I don’t personally know, but with her permission I would like to share it with you, and to stress how important it is to keep patients informed when the Doctor or Nurse is running late. Quite often patients are not annoyed at the delay in their appointments, it the “not knowing and lack of communication” that can quite often bring on frustration and anger.

By informing the patients that there is a delay you are taking away a possible frustrated patient coming to the desk demanding to know what is happening when their appoitment times has come and gone – it then too late the damage is  already done – the patient is angry and you as the Receptionist is more than likely to get the brunt of it.

Guest post:

“I had a Hospital apt today at Aintree Hospital here in Liverpool mum came with me, the clinic was running late. Billy the senior HCA was rushing around everywhere making sure everyone was ok and informed us all of the delay “no wonder he’s so thin he never stands still” mum commented. We went through from 1 waiting room to another and was again informed of the delay that there were 3 doctors on and were doing their best. Around 10 minutes later mum started nattering to the lady sat next to her, the lady said “there is a delay my apt was at 10:30am” mum “it is what it is, where would we be without our NHS”. No amount of waiting time is a problem for me or my mum if it means we keep our NHS, I am NHS staff myself and I love our care system its the best in the world and we should all fight to keep it. The poor doctor I saw had a packet of biscuits on his desk to keep him going, clearly working through his lunch”

 

I have previously written a post on keeping patients informed:

When The Doctor/Nurse is running late. http://t.co/Tlnpi4OD