About me


I started my career as a 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.

I started in a GP Practice thinking like many that it would be “a nice little job” – how very wrong was I. The hours were long and at times antisocial, the work was never-ending, and the role of the receptionist was not an easy one as I quickly found out.

Anyone that is a Doctors Receptionist will tell you that you don’t  do the job for the money – you do it because you love the job.

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.

Oh don’t get me wrong – I know that there are some “Dragon Receptionists” out there – I have come across them myself – but I think of it this way – that is them – wherever they worked they would be the same – it’s not being a Doctors Receptionist that has made them like it – it’s just them!

I also worked alongside the GP’s that held a out of hours clinic in our local A&E Department – the two jobs could not have been any more different. But I loved both jobs in completely different ways.

I finally had found a job that I got a great deal of satisfaction from I didn’t realise it then, but this was the start to a great career – I would never in my wildest dreams could have believe what I was about to achieve within the next 5 years.

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 160 countries and to date over 170,000 hits. Customer care is the same in any language.

I always said 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 am now a qualified trainer and deliver training course in:

  • Receptionist Training
  • New Receptionist Training (ideal for new members to the team)
  • Confidentiality
  • 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.

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4 thoughts on “About me

  1. Hi I came across your blog when looking for inspiration and advice. I have just started at our local GP Practice and I must admit a lot of what you have written resonates with me and I have found helpful. However, if I am honest, I am struggling slightly with the huge diversity of roles and communication with the public. I feel I am jack of all trades and master of none at the moment! I think I am very conscious of the importance of the job and how to speak to people correctly on the phone and given them the correct information but by the same token struggling with what you can and can’t tell people as there does not seem to be a one size fits all approach obviously (if that makes sense!). I have recently been spoken to about asking too many ‘open’ questions and letting the patient take charge and allowing them to dictate and that I should ask ‘closed’ questions and take charge. Help! Do you have any hints or tips for me please? Thank you

    • Hello – I am really sorry to hear that you are struggling with your new role, but can fully understand everything you are saying.

      A role as a Doctors Receptionist is indeed vastly varied. I can remember my early days starting in this role, you are frightened of saying the wrong thing, for being assertive and upsetting someone and saying the wrong thing, and lack of knowledge about the role can often leave you feeling not in control of a situation.

      My advise to you is ask your colleagues lots of questions, watch and listen to how they handle things on the telephone and at the front desk, no one can expect you know everything straight away, this is something that will only come with time, training and experience. Every single telephone call, desk enquiry or dealing with the GP or nurses will bring a different learning experience.

      You will be learning something new each and every day, embrace the things you learn, ask others on the things you are not sure of, and give yourself time – its not a role that you can become “fully trained” on in a matter of weeks, it takes months, even years to really be in full control in Reception.

      Keep to the facts on any conversations with patients, if they want an appointment keep to that, if they ask about a prescription keep to that and so on.

      Ask your Practice Manager if there are any training courses that you can attend, show that you want to learn and are willing to do so. I hope you find the blog helpful, and if there is anything else I can help you with please let me know.

  2. I’m a reporter based in the U.S. and would love to talk to you about front office staff at medical offices for a story I’m writing. Possible?

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