30 years service and not even a “thank you”


 

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I have a very good friend that has just completed 30 years’ service with the organization that she works with. There are not many employees that can actually say they have done that amount of years working for the same company.

I was saddened to hear that her place of work, or her immediate bosses failed to do anything to recognise all the years she has put in. Not even a card. For her it was just another normal working day. To say I was disappointed for her is an understatement.

I know how hard she works, going over and above her job description on many occasions to help the many people that she looks after, often working past her finishing time. She is the most obliging person, extremely likeable and very happy to do whatever she can to help someone else out. She is the type of person that I would definitely want working for me.

Her dedication and enthusiasm to help others is unbelievable.

Shame on her boss, and her organisation to let such an important day go by without some sort of appreciation.

What does your organisation do for long serving members of staff?

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National Volunteers Week 1-7 June


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Today starts a week celebrating all volunteers across the country.

This week is also aimed at raising awareness about the benefits of becoming a volunteer. As well as helping others, Volunteering as been shown to have a positive impact on the lives of those who are volunteering. I know how volunteering helped me in way that I would never have imagined. It made me feel good that I was helping someone out. It gave me back my confidence and I went on to learn new skills that I never knew I had.

We had moved due to my husband’s job. I went from working full-time and having a very active social life to living in the country with no job. It wasn’t for me, I felt isolated and extremely lonely.

I looked into volunteering and found a local Resource Centre that were looking for volunteers to help at their older people’s club once a month. I would help make tea, help with the bingo and arrange the monthly raffle. We would encourage the group to participate in some country dancing. The people who came to the group were all elderly and some very isolated. For some it was the only time they got out. We would also go on a year’s trip away which consisted of 2 nights away in a lovely hotel with lots of activities organised by the group. If it were not for volunteers this group would not have survived.

From that group I then started volunteering with a disability group. The people in this group were amazing, to be part of such a happy and proactive group was a privilege. We also had many trips out and had some great laughs. Being part of this group, I got to know the people, discovering their personalities and looking right past their disability. If it were not for volunteers this group would not have survived.

I then was asked to be a member of the Board of Directors, something that I would never have thought I would have done. How honoured I was to be asked. Every single member on the board was a volunteer and gave up their time for the monthly meetings.

I then trained to be a facilitator for the Rainbow group that took place at the Centre. This was for children that was going through a family separation or bereavement. This for me this was volunteering at its best. To work with these amazing children through such tough times made me feel very humble. I certainly learnt a lot from these little ones. I then went on to train to become a Coordination for the Rainbows Group where I would be responsible for the group facilitator and the children. If it were not for volunteers this group would not have survived.

I was then asked to volunteer on the HR sub group at the Centre. I also became a member on the volunteers committee and helped to produce a booklet for the older people in the area with all useful information.If it were not for volunteers this group would not have survived.

Throughout the years volunteering I was very privileged to have attended numerous training sessions, workshops and open days. I helped organise various fun days, Christmas Fayre and education sessions. I took first aid courses, I took courses that came with a certificate at the end and none of these ever cost me any money – just my time. From every course and workshop, I always learnt something that I not only used in my time as a volunteer, but often in my own personal life.

I met some amazing people and it made me realise that volunteering actually did something for me. It gave me a purpose, to get out, to meet people, and knowing that my volunteering actually meant a lot to people.

The good thing about volunteering is you can choose to volunteer in an area that you are really interested in. You can often choose your hours, give as little of as many as you like. You make friends, learn new skills and for the gesture of your time can often mean so very much to someone.

Caring and Compassionate #BournemouthBirthCentre #MaternityUnit


I was honoured recently to be a birthing partner for someone having their baby in the Bournemouth Birth Centre. It was their second baby but their first time in Bournemouth.

What can I say but WOW what an amazing experience from the moment we walk in through the door to the after care and so much more.

The unit itself is truly marvellous. Its modern, with a welcoming Reception area, extremely friendly and spotlessly clean. You get a feeling of being welcomed and that feeling never went away.

The midwives and maternity healthcare assistants couldn’t have done anymore for us all. Myself and the dad to be was included in every part of the care throughout the stay.

The birthing room itself was large, well equipped, gentle music playing in the background and a birthing pool with its gentle lightening to the therapeutic aromatherapy oils gently whispering through the air. A fully equipped en-suite just made this room everything that could possibly be needed.

The little touches in the unit were amazing. Lovely names for each of the birthing suits.

Beautiful phrases on the walls

and each time a baby is born there is a place for them in Reception on a blue or pink lamb with the date of birth and the weight and apparently in a years’ time they will be sent this lovely memento to keep.

Whilst in the earlier stage of labour we took a slow walk around the lovely lake so beautifully landscaped in the grounds of the hospital. Certainly, a place of tranquil and beauty for patients and visitors to enjoy. It was early evening, it was quite as we watched the birds on the water, and the tiny rabbits playing in the grass. Seating all around for us to pause while another contraction took hold.

Lots of tea and coffee, laughs and hugs and the most amazing experience watching their baby son coming into the world. This is one experience that I will cherish forever and this was made possible by the very caring and compassionate members of staff.

The parents spent the night bonding together in the Birthing Centre with their new son the husband having his own bed for the night it really was like home from home.  The following morning, they welcomed their 2-year-old in to meet his new brother. It was so very relaxed and emotional. Family time just the four of them for the first time together.

The care didn’t end when they left the unit. They were encouraged to phone if they had any queries or worries, was told they could come back to the until if they felt the need and their midwife followed up with a phone all 3 days later to see how they were all doing. What a fantastic service.

I cannot praise the unit enough. I honestly don’t think they would have got any better treatment if they had paid privately. The whole experience was 5*. This indeed just shows how fantastic our NHS is and how extremely lucky and proud we are to have this wonderful hospital on our doorstep.

what a lovely start to a new life

National Receptionists Day – 9th May


Receptionists’ Day was first launched in 1991 in the US to celebrate the role of professional receptionists and in 2012, Rapport, the UK’s leading provider of Reception Services launched it in the UK, and as other countries signed up to support this initiative, International Receptionists’ Day was formed.

Today is National Receptionists Day so take a bow and celebrate the wonderful job you do around the world. Where would we be without Receptionists!

For all the managers out there take a bit of time to remind your Receptionists what a wonderful job they do on a daily basis. To have a good Receptionists is such an asset.

The Receptionists is a ambassador for your organisation – treat them wisely.

A simple Thank You #communication #friendship


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On Saturday the post arrived and what looked to be a birthday card came through the letterbox.

Puzzled to what it might be and even wondering if it was delivered to the wrong address I went to pick it up quickly wondering if I had forgotten a special occasion as I knew it wasn’t anyone’s birthday in the house.

I pick up turned it over to see my name on the envelope. For that one split second I felt warm and fuzzy inside, the mystery of what was inside the pink envelope and what was it for.

I eased the card out of its envelope knowing that the mystery was about to be solved and hoping I wasn’t going to be disappointed.

The card was pink and had the most beautiful pink flowers and butterflies on the front. I still had no clue to who the sender was.

Without realising I held my breath as I opened the card and read the contents

“Thank you for being such a special friend

Your kindness, support and friendship over these past few weeks have been incredible

Lots of love C”

The card was from a friend who has recently lost a family member. I did as I would have done for any friend and supported her as much as I could. We live a good distance apart so this was done by telephone, face time and messenger.

She took the to do this and all while she was still grieving.  I was touched to receive the card and it made me realise just how much our friendship meant to her and how my support did in fact help her in hour of need.

So next time someone does something that you are grateful for let them know. Tell them how it made you feel, send a card if you think it’s appropriate and most of all remember to be that kind of person that people will want to send the card to

 

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Changing Times


Beyond the Reception Desk

I was chatting to a friend the other day and we were reminiscing about the “old days” and what our memories were as a child and how things have changed especially in our line of work over the years.

Mine was visiting my doctor as a child and just how things have changes so much over the years.

As a child I remember going into this great big house, (as a child I would have described this as a mansion) which was the Doctors Surgery, and where she lived. I can still remember so many details of that house, the grounds the house stood on, the big sweeping driveway that you drove in one way and out the other, the ivy climbing the walls and the great big red door to the main house – I always wondered what was beyond that door (this was the main entrance to the…

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Behind a Cancelled Appointment #Dentist


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Its happens to the best of us – most of us as a Receptionist will have at one time or another booked someone in with the wrong healthcare professional. But it’s how you deal with mistake, and the actions we take to ensure that:

  1. a) it doesn’t happen again and
  2. b) the patient is inconvenienced as little as possible, most important to remember it wasn’t their mistake they were booked in with the wrong person.

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A good friend of mine had this happen to her only last week. She was booked in with a wrong dentist at her Dental Practice – and here is the impact both emotionally and financially it had on her life due to a wrongly booked appointment.

Firstly, the patient has a phobia of the dentist, so to book an appointment in itself is a major ordeal for her. She was told at her last appointment that she needed to have a tooth extraction. The appointment was booked some 6 weeks away – 6 weeks of anxiety about the forthcoming appointment.

No one enjoys going to the dentist but to have a phobia is on another level and unless you understand this you have no idea the stress and anxiety it can cause the patient and those around them.

Her appointment was booked for 10 am last Monday morning. At 9.15 she received a call from the Practice tell her that she had been booked into the wrong dentist (she had been originally registered with the dentist she had mistakenly been booked in with – but because she had gone over a certain period of time without an appointment she had to re-register with the same Practice but was registered under another dentist) She was told that the dentist she was NOW registered with was fully booked for that day, and her previous dentist had refused to see her despite having the half hour appointment booked out.

The receptionist did apologise, and commented that she could hear how anxious the patient was at having the appointment cancelled. She was offered another appointment for the Wednesday at 8.30. She had to refuse this because she had children that she had to get to school and the dentist was a good few miles away from where they lived. She was then offered another appointment on the Friday morning at 10.00.

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Now this already had started causing the patient problems. Because of her phobia of the dentist her husband who is self-employed had to arrange to take time off from work to accompany her to the dentist. When he doesn’t work he doesn’t get paid. The patient also works 3 evenings a week, and Mondays were one of her nights to work.  Because she was going to have a tooth extraction it was suggested because of the type of work she does that she didn’t go into work that evening, so she had to arrange a swap with someone at her work. So, the cancelled appointment had already started to cause unnecessary problems as she now had to have another night off as the appointment was booked for the Friday which was another night she was scheduled to work.

She didn’t feel she could ask for another swap and she didn’t want to take this off as sickness as she prides herself on her exemplary sickness record and didn’t want to leave her work colleagues under pressure if she phoned in sick. She spoke to her boss and she had to take the night off as unpaid leave – another loss of earnings. Her husband had to also swap work around meaning that he was again losing more money on the Friday morning.

She arrived at the dentist, with her phobia now causing her concern she looked for reassurance from the dentist – which sadly she didn’t get. She was given the injection and asked to sit in the waiting room – the injection didn’t seem to take, so she was given a second and third injection before being told that it hadn’t taken and therefore the dentist couldn’t do the procedure. She was told she would have to be referred to the hospital to have the extraction done under a general anaesthetic and was told to expect to wait between 3-6 months. She really wanted to have this procedure done and dusted just to get it out-of-the-way and she certainly wasn’t keen on the thought of having a general anaesthetic, but understood why this would have to be done.

So, she was sent home, she had paid for the extraction that she didn’t have. On top of that now having to take a night off work without pay as well as her husband losing another half day’s wages. This tooth extraction that didn’t happen had now cost them both a lot of money.

10 minutes after leaving the dentist her mouth went completely numb and she couldn’t feel a thing, making her question if she could have indeed had the procedure done after all. She did feel that the dentist had certainly rushed through the appointment.

All of this causing annoyance and stress which could have been avoided if she had been put in with the right dentist when the appointment was being booked.

The importance of getting the appointment right is not only for the benefit of the Practice but also the benefit of the patient – you never know what is behind a cancelled appointment.

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