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

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.

Reschedule Delay Postponement Words Clock Late Apponitment Cancelled

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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Customer Service #LondonTransport


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My training often involves me travelling to London.

Growing up I lived on the outskirts of London and the underground was very much part of my life often travelling on my own at a young age. Fast forward a few decades and here I am once again using the underground as a way of getting to my destination.

I still find travelling on the tube kind of magical, I absolutely love people watching and amazed at the speed that the tube takes me to my destination, many times almost taking me to the door of where I need to go.

There are often many options of the routes that I can take and this gives me the option of travelling one way and back a completely different route.

When I am asked to host a training session it involves me having to do a lot of research before going. Planning my travel, choosing the best routes to take. Taking in account how many times I might have to change and go onto another line, to planning the distance from the tube to the organisation that I will be doing the training. Time management is vital for my job.

I love the fact that I can use my debit card on all the transport including buses, no worries about having to purchase different travel cards or standing in endless queues to purchase a train ticket. Having this system can often mean that I can alter my route at the last-minute (often to pop off and do a bit of retail therapy!)

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But what I have found every single time that I have travelled on the underground over the past couple of years is the brilliant customer service that the London Transport staff have shown. Every single time I have had a question be it for the best route to take or simply asking what platform I need to go to. Every single member of staff has always given me clear easy to follow instructions, every single member of staff have always been polite, friendly and always have had a smile on their face. Not only has their knowledge of the underground been incredible their local knowledge outside of their station is also exceptional.

I am useless at following maps and often when you come out of the underground there are several exits from the station which can at times be very confusing. I have often asked a member of staff for directions to a certain point, or even a Road by name and every single one of them has always given me good clear instructions. This has made my journey so very stress free.

Thank you London Transport your staff are a credit to an amazing service that you give to us all, and they can often make what could be a stressful journey a lot easier just by being the kind helpful people that they are.

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When You Overhear a Breach of Confidentiality #Bank #PersonalInformation #Uneasy


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I popped into my local bank on Friday and whilst waiting in the queue I was shocked at what I overheard.

There was a staff member of the bank on the information desk helping a gentleman. The member of staff was polite and extremely helpful to the gentleman – full marks for customer service. BUT she was extremely loudly spoken – almost shouting while she spoke, she had one of those voices that everyone could hear. Standing in the queue with 2 other people in front I could not help but hear everything she was saying and it was all very clear. The member of staff was obviously speaking to another bank department on the telephone and it was to do with their on-line banking app.

The conversation between the customer and the bank staff was very one way, I could hear the member of staff very clearly yet I couldn’t hear the customer at all.

This is what I overheard and it was VERY loud and clear.

The member of staff was on the telephone explaining to the third-party that the gentleman in front of her has been locked out of his on-line banking the night before. This she said happened at approximately 22.10.

She explained to the third-party that the customer uses this way of banking on a regular basis. She went on to tell the third-party exactly what had happened and what he did as in logging out and trying again, and what app he was using – telling the third-party that he uses this app on a regular basis.

She explained to the third-party that the amount the gentleman was trying to transfer was £6,500 and she made a comment that this was possible why it he was locked out as it was such a large amount. She asked the gentleman exactly what the message had said when this happened. He obviously replied but I couldn’t hear it, but she then proceeded to tell the third-party what the message said.

She asked the gentleman what device he has used, he replied and again I couldn’t hear him, but she then told the third-party that it was an IPad that he had been using for the transaction.

She then proceeded to give the third-party the customers:

First name, surname, address and date of birth.

She then gave the third-party his

Account numbersort code and the account name that he held at the branch.

I was completely gobsmacked. imagesCA08BQ0A

 

I wondered if I should say something!!! Should I stop her making this situation worse than it already was. I actually felt uncomfortable standing there listening to this gentleman’s personal details being broadcast for everyone to hear.

There was another member of staff standing just in front of her directing people to the self-service machine and he didn’t once attempt to tell her conversation could be heard and to make it even worse right next to her were 2 empty offices where she could have taken the gentleman ensuring that confidentiality was adhered to throughout the call. She must have known that these questions would have been asked by the third-party.

She then proceeded to ask the gentleman for proof of identification so he gave her his driving licence to which she told the third-party she had and went on to give the third-party his driving license number.

My turn came to do my transaction, again I wondered about saying something to the cashier in front of me, but did I want to cause a fuss as this really wasnt anything to do with me and there were enough members of staff in the bank at that particular time that someone could have said something.

I left the bank, shocked I had been in there about 10 minutes enough time that I heard so much of this gentleman’s personal information. The sad thing is the member of staff was doing her very best to help this gentleman, but in doing so she could have caused a bigger problem simply by not understanding and adhering to confidentiality.