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

 

Why are feedback forms so important?


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Your organisation tells you that you are booked in for some training — what are your thoughts? Do you dread the forthcoming training, do you embrace it with a view to learning more and thus helping your career to move forward, or are you happy to go along with an open mind?

Every trainer has a mixture of these candidates at the start of most training sessions. There are those that don’t think they need training and those that will embrace the training wanting more, and those with an open mind are often pleasantly surprises.

Staff often have to attend outside of they’re working hours, even on their day off, some are lucky enough to do the training in their normal working hours. So as a trainer you have to make sure that the candidates have felt their time has been worthwhile.

As a trainer my goal is to have everyone “reading from the same page” by the end of the training session. It is important to involve everyone in some way throughout, turning negatives into positives and most of all making the sessions relevant, interesting and interactive.

Training can be tiring and after a 3-hour session people are more that ready to go on their way and then bang —  at the end of the session I produce the dreaded feedback form to be completed asking for comments on the training session. I sense the silent groans as people rush through their form before they leave.

Have you ever stopped and wondered what is done with these forms and how important it is to the trainer and future training?

As a trainer I take the forms seriously. Firstly, they rate the session from 1 – 10 (ten being top marks) and my ability to hold an informative and interesting session. I pride myself on getting mainly 9 and 10’s.

I take great care in analysing the forms. I pride myself of getting mainly 9 and 10’s, but if I every get around 6-7 I would be looking at that part of training and asking myself was relevant to that group – or is it a part of the training that I should be changing or updating.

I look at what the candidates found the most interesting in the training, what did the candidates feel they gained from the training and how will they will hope to apply this back in their workplace. Deciding what material to keep in the next few training sessions ahead.

No two training courses are the same either  — this all depends on the candidates and the part they play in the training, and for me an important part of the training as this is where I can learn from them. Questions are asked, solutions discussed and new ideas thrown around. The training offers many different scenarios that often raise questions and answers.

So next time you are faced with a feedback form, not only are you helping the trainer identify future training needs you are also helping future candidates in getting a well planned and thought out training session.

 

 

Every Surgery Should Have One 


This appeared on my Facebook page today – shared by a lovely friend and Doctors Receptionist.

This notice is displayed at the Royal Arsenal Medical Centre – well done to them.

I totally agree that every Doctors Surgery shoul have one of these notices displayed in their waiting room.

New Year, New Beginnings


Happy New Year.

January is usually a bit flat after Christmas, but not for me this year.

I had a great weekend, stayed with a good fiend whist facilitating a great training session in London. The team was fantastic made me feel so very welcome and interacted so well. Just love my job when I see results like I did this weekend. I hope that I continue to have great training sessions throughout this year.

We are also eagerly waiting the arrival of a baby boy to the family. He is determined to keep us waiting as his due date is today and is showing no signs of arriving any times soon. But like all babies he will arrive all in his own good time.

This baby is certainly a much wanted baby as his mummy and daddy have waited 6 long years for him, going through a failed IVF last year before falling naturally the month after.

I never realised the hard long hard struggle IVF was on a couple – each successful stage in the IVF a victory and a goal nearer to the next stage. 3 long months of injections, hormones going through the roof, sickness and anticipation. Hearing friends on a IVF group being unsuccessful only adding to the worry.

She went through every stage with flying colours, lots of healthy embryos collected and one successfully put back in. All they had to get through was the next week, a week to see if they had a positive pregnancy result. Why wouldn’t they? After all she had got through every stage with great results. Then the dreaded bleed came. People tried to reassure her that this can happen in pregnancy, but sadly it wasn’t to be – the IVF had failed. They were another IVF statistic.

They were devastated as you can imagine. They were told that they would have to wait 3 long months until they could have their 2nd round of IVF – an eternity to them.

They booked a holiday to try to get over the disappointment whilst knowing what they were going to face in round 2.

Then 4 weeks 6 weeks later – the unbelievable happened – they found out they were pregnant – naturally.

They are one of the “lucky ones” albeit they waited 6 years, some of their friends have been waiting a lot longer, and more have gone through several unsuccessful cycles of IVF

Our new mummy suffered really bad morning sickness, and several bouts of urine infections all of what was a worry to them – the fear of losing the baby never left their minds.

Sadly she has at times found her Doctors Receptionists really unhelpful when asking for advice. Appointments days away, and misunderstandings resulted is urine infections waiting all weekend before being treated.

Whilst no one should expect “special treatment” it is always good to remember the road that these people go down when facing fertility treatment is a long and hard one – sometimes they just need a bit of empathy.

The Unsung Heroes’ of the NHS #Porters


I came across this short film featuring porters from the Royal Bournemouth Hospital in Dorset.

The 12 minute piece, entitled Porters, tells the story of those who work in the what some deem to be one of the most unnoticed sectors of the NHS, but their role is more than just transferring patients from A to B.

I recall chatting to a cleaner once and I asked her opinion on something. She was surprised that I had asked such question and she confessed that she felt her role as a cleaner didn’t matter and in her words she said “I am only a cleaner, I don’t really count”

Everyone counts, from the cleaners to the CEO’s and everyone has the right to respect and recognition for the job that they do.

After all, if a hospital or a Surgery was never cleaned to a suitable standard then that establishment could risk being shut down.

The NHS has many unsung heroes’ that need recognition and thanks for the “unnoticed work” that they do.

As a Manager or Departmental Head it is important that you make everyone in the team feel valued.

Warning” the film contains occasional swearing.

I hope you enjoy the clip

Royal Bournemouth Porters #unsungHeroes

 

 

 

 

 

Phoning a Patient at Home


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Does your Practice have guidelines on phoning patients at home? We all know of the obvious one and that’s not to leave a message of any kind on a landline because of confidentiality.

But when is it a good time to phone when you need to speak to a patient? Perhaps it’s relaying on a message from the Doctor or Nurse, or just to let them know there is a prescription to collect due to recent tests coming in.

I will give you an example on how consideration should be made when phoning a patient at home.

Someone close to me has for the past 6 years been trying for a baby without any success. The couple have been through many hospital and doctors visits, pregnancy results and alternative treatment to try help them achieve a pregnancy. They finally went through IVF earlier in the year with the daily injections, hormone changes and finally the heart-breaking news that it hadn’t worked. They set their sights on more IVF in 3 months’ time. An eternity to them both. But to all our surprise and delight a month after the failed IVF they fell pregnant naturally.

Fast follow to her being 6 months pregnant. She hadn’t had an easy time, morning sickness and fatigue hit with a vengeance, she also has an over active thyroid that needs monitoring throughout the pregnancy and she also found out that she was rhesus negative blood type and tests would have to be done when the baby was born to see if she needed an anti D injection but the delight of finally being pregnancy got them through all of these hiccups.

Her symptoms were getting worse and she was feeling poorly with no energy she seen the doctor and bloods were sent off to check for her iron levels.

So last Wednesday morning she was in bed. It was 7.55 and the telephone rang downstairs. They have elderly relatives and she immediately worried something was up. No on every phones at that time unless its urgent she thought.

She rushed out of bed, rang down the stairs and as she picked up the phone it stopped. She waited for a message but then her mobile started ringing upstairs – she panicked as someone was trying to get hold of her.

As she ran upstairs to get to the phone she tripped on the stairs and fell. In the panic she got up and answered the telephone to find it was her Doctors Receptionist telephoning to say that there was a prescription in reception for her to pick up for iron tablets.

As you can imagine she was upset as the fall. As the day went on she couldn’t feel much movement from the baby and this caused her a lot of distress, until she finally telephoned her midwife to asked her to come straight into the maternity hospital to check the baby and to have an anti D injection.

So, did the Receptionist really need to phone at 7.55 in the morning? I don’t think so. This telephoned caused a lot of unnecessary worry and inconvenience not to say how awful it could have been – but we wont do there! And not to mention how bad the Receptionist would have felt had she had known about the fall.

There should always be a guideline for people being telephoned at home unless it is urgent of course. 7.55 is far too early, what if it had been an elderly or disabled person doing the same thing? A fall could have been a disaster for them.

When training staff I always told them unless urgent no patient should be telephoned at home before 9.00 and if possible leave it until around 10.00.

More and more surgeries are opening up earlier than every before, so perhaps guidelines should be set to what time Receptionists can start to phone patients.