My career started as a GP Receptionist and through the love for the job and hard work I worked my way up to a Manager for a large GP Practice. My role as Reception And Patient Liaison Manager brought on many challenges. My listening skills certainly came into good use on many occasions.
After a short break whilst living in another country I went on to take my training qualifications and became a trainer and went on to share my experiences with many Receptionists both in the NHS and private sector.
When I started in my first GP Practice I thought like many that it would be “a nice little job” – how very wrong was I. The hours are often long and the work was never-ending, and the role of the receptionist was not an easy one as I quickly found out.
As a Receptionist you are often “piggy in the middle” the Doctors on one side and the patients on the other – all wanting different things and pulling in different directions – and all wanting their own way. So spare a thought for the poor Receptionist when you think she is being awkward – quite often she is told that is what she has to do.
I would like to share my life during this time, the ups and the downs working within the NHS. Working for a GP Surgery and working in NHS and Private hospitals the different personalities that I came across from Doctors to Patients – the nicer side of people and the not so nicer side.
Some of my stories are funny and some are sad, plenty of ups and downs and really to let you have some sort of insight on what happens on the other side of the desk.
I would like to also share with you some of the training that I did with Receptionists over the years – some of it is like “teaching your granny to suck eggs” and might be very obvious to you but believe me nothing can be taken for granted. Often you have to go through a negative situation to learn and turn it around into a positive one. I believe that good trained staff are confident, can do a good job and are usually very happy at their work.
The training is not just for Doctors Receptionists but can be used for Receptionists that deal with the general public all over the world.
I am amazed at the following I have had since starting my blog and get regular view from over 190 countries and to date over 381,000 hits. Customer care is the same in any language.
I always say to the Receptionists – if you learn one thing from the training and use it regularly in your daily routine then it has been all worth while. We all have to start somewhere and if you can get help along the way my advice is to grasp it with both hands.
I now deliver training course on:
- Receptionist Training
- New Receptionist Training (ideal for new members to the team)
- Telephone Skills
- Team Leader/Supervisors Training
- Dealing with Difficult Situations
- Disability Awareness
- Going to Meetings
- Social Media Awareness in the Workplace
Training courses are designed around your Reception Team and organisation
The events described in my blog are based on my experiences as a
Receptionist and Manager. For obvious reasons of privacy and confidentiality I have made certain changes, altered identifying features and fictionalised some names and aspects, but my blog remains an honest reflection of life as a Receptionist and Manager working within the Healthcare Sector.
I hope you enjoy my blog.