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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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.

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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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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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The Friendship Bench


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In a lot of our local school they have adopted the “friendship bench” or a “buddy bench”

This bench is a special bench situated in the playground where children can go when they have no one to play with and feeling lonely. All the other children are encouraged when they see someone sitting on the bench to go over and offer some support and friendship, to sit and chat or to ask the child to come and play.

I think this is a fantastic idea, and it teaches children to think of others.

Asked by one of the children they explained how it works….. he said “its where, if you can’t find your best friends and you don’t know where to go and play, you sit on the friendship/buddy bench and someone will come and find you and they will include you in their game” Another child agreed that the bench helps to ‘find friends easily when you are lonely and you don’t have anyone to play with’.

Fast forward to adulthood. Have you ever been in a situation whereby a friendship bench could have been a lifesaver for you? Maybe not the actually bench but having the hand of friendship being offered.

Have you ever started a new job and felt so alone, not included and that feeling of dread often being left on your own at break time? This is particularly difficult for people who do temporary work.

Have you ever been at a meeting where you feel that everyone knows someone except you?

Have you ever been involved in a large group and you seem to be the only person there on your own?

I am sure that you quite possibly might have been in this situation at some point in your life.

Some people are comfortable at mixing with strangers and find it easy to walk up and introduce themselves and start chatting to another person, or even a group of people. But there are many that haven’t got the confidence to do this, perhaps they might be shy, lack confidence or just feel that they are not good enough to be there for whatever reason.

What do you do when you are presented with a situation that puts you in a large group of people who you don’t know?

I am a generally a friendly person and will chat to anyone. I am one of these people who will start a conversation at a bus stop rather than stand in silence. If I am on my own I will look to see if there is another person standing on their own and go over and chat to them. If I approach a group I just smile and stand on the edge of the group until there is an opening for me to speak. This is harder to do, but I would rather do this than stand on my own.

So how can you look out for those that need that hand of friendship.

Always welcome a new member of staff and include them in the work place as much as you can. Try and arrange that they have someone with them at tea breaks or lunch breaks. Introduce them to other members of staff – even those that might not be in your department. Making someone feel welcome is a massive step towards someone feeling confident in their new role.

At a meeting, you might be aware that it is someone’s first time there. It is important for them to be made welcome and know of any procedures that may be required. People often worry about not knowing what is expected from them and that is a reason for nerves to set in, or mistakes to be made or simply them not taking part in the meeting.

If the occasion is bigger such as a conference look out for those people standing on their own. Go and chat to them or offer them to come and join your group. They well might be waiting on others coming and decline your offer, but you at least have asked.

If you a Manager and a new person starts its your responsibility to ensure that the “new person” is made to be felt welcome. If you can’t do it personally then ensure that they have someone who will mentor them and that they have someone they can go to. Often new people get “forgotten” in the busy day and that can be very scary.

If you are organising a training session or meeting try to include everyone and make them feel part of the group. I always make sure that I am there to personally meet everyone and chat to them on arrival.

Someone once said …… “There are times in my life when I could use a friendship bench. People of all ages are lonely at times. It’s a simple, transformative idea”

It can often take a lot for someone to go alone, the hand of friendship can be change so much.

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© 2011-2017 Reception Training all rights reserved

When You Feel Let Down. #GPSurgery #Rejected #System #AppointmentsSystem


I am very passionate about the NHS and will defend (within reason) any criticism that I hear about anyone working in this wonderful organisation.

My experience comes with working in the Reception areas of both large and small GP Surgeries, Hospitals and for the out of hours’ service. I have seen lots of different policies and procedures, and have worked with many different set up within this different organisation – especially the GP Surgeries.

I hear a lot of people bad mouthing Doctors, Receptionists and other health care professionals, and most of the time it’s because they (the complainer) do not really appreciate or understand the system they are complaining about. There are always two sides of the story.

Sadly, I feel like “one of those people” that I dread hearing from. I have felt very let down by my own GP Surgery and I feel their “system” hasn’t helped.

Let me explain what happened.

When I registered at the practice I was told that you could only see the doctor you were registered with. When I needed to make an appointment I would have to speak to his secretary and she would offer me the next available appointment with him and him only.

In the event of an “urgent” appointment needed if he wasn’t available then and only then would you be offered another doctor.

I have an ongoing issue that has needed following up. I had to wait two and a half weeks to get an appointment with my doctor. I didn’t feel it warranted an “urgent” appointment as I very conscious about the misuse at times of these appointments and know how difficult they are to get sometimes.

So, I waited the two and half weeks. In the meantime, I started to get a bad ear, again, I felt it could wait as my appointment was due in a couple of days’ time.

On arrival at the surgery I used the check in system and it said that I was due to see the locum doctor and not my named doctor.

I was called in by the locum doctor, she said that she was there covering for my regular doctor. I explained about my ear and she confirmed it was indeed infected and issued a script for antibiotics. I then started to explain about the main reason of the appointment and she cut me dead – she said that she had already dealt with one issue and wasn’t prepared to discuss anything else in this consultation. I had only been in the room a matter of minutes. I fully understand that had it been a “urgent” appointment that I had booked that I couldn’t really discuss ongoing issues, but this was a routine appointment that I had booked some time ago.

I tried to explain that I had waited over two and half weeks to discuss the issue, to which she said I would have to make another appointment to come back and see my dedicated doctor.

I couldn’t believe it, what a complete waste of my time, I had waited two and half weeks for this only to be told I had to see my own doctor.

I left her room, quite upset by the whole thing, and more of her attitude in dealing with me, she wasn’t even prepared to listen to what I had to say.

I went to the front desk to ask about an appointment for my own doctor and was told it would be another 3 weeks ahead. So in all it will take five and half weeks to see my own doctor and thus taking a much-needed appointment that could be used by someone else when my issue could have been dealt with in the appointment I had just had.

This sadly would be one of those occasions where I don’t think I would have been able to defend the situation that I found myself in.

 

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© 2011-2017 Reception Training all rights reserved

When Customer Service Goes Beyond Expectations


What is good customer service? When  good customer service go beyond your expectation.

Today is the 15th wedding anniversary of a very good friend of mine. Apart from the beautiful day itself one person at that wedding still sticks in my mind for the most amazing customer service that I feel that I have ever come across. Have a read and see what do you think?

My friend and her partner booked a local wedding videographer for their special day. The chose carefully as they were trusting someone to film their special day and capture those special moments. The met the videographer on several occasions and really got a good relationship going with him. Coming up towards the wedding he told them that he was about to move some distance away but assured them that he would be with them on their day, he was planning on coming up the night before and would be staying with friends, he also told them that his wife was due their first baby just after their wedding date, but he assured them that he wouldn’t let them down and would still be there.

The wedding crept closer and everyone was getting excited, a couple of days before the wedding my friend tried to contact the videographer to just go over the last-minute bits and pieces – she got no answer. She tried again and the same thing. The day before the wedding and there was still no contact from the videographer, they were getting concerned and could only think that perhaps his wife had gone into labour earlier than expected, and if that was the case perhaps he was backing out of the wedding. They resigned themselves to that fact and disappointed that they wouldn’t have a film of their day, but later that day the wedding the videographer telephoned and said that he would be there as planned and looking forward to seeing them both. They asked after his wife and he confirmed that she was in hospital and just having tests, he assured them that she was happy for him to come down, she didn’t want them to miss out.

The day arrived and it was absolutely amazing, I could see why they have chosen this guy as he was just fantastic, friendly, accommodating, and just great with the little ones, capturing their funny little moments as they played out on the green. He certainly did them proud.

He approached them around 9.15 that evening, and asked if it was ok that he went home, he had put in a full 12-hour day and hadn’t stopped much at all.

The happy couple went on their honeymoon and on arrival back home their wedding video was waiting for them. They were not disappointed, the videographer had caught such magical moments, captured everyone laughing and smiling getting some lovely interviews from the guests and even encouraged the little ones to say a few words. Such a lovely memory of their day.

Whilst the couple were on their honeymoon they bought a little present for the baby, who had probably now made his or her arrival. They tried to telephone the videographer several times to both say thank you for the video and to ask about the baby.

Finally, after they had been back a week the videographer returned their call. They asked about the baby, then he told them…….

Two days leading up to their wedding his wife had not felt the baby move, long story short she was admitted into hospital to be told the baby had in fact died. She had to go through labour and give birth to their beautiful sleeping baby.

Can you imagine what that poor couple must have been going through. But both him and his wife had discussed it and decided that their loss should not impact on the happy couple, his wife insisted that he still travelled up and film the wedding.

This man who had just lost his baby, left his wife in hospital to come and make sure that the couples day went as well as he could make it.

He smiled, he laughed, he was sociable and it must have broken his heart when he was filming the little ones playing on the green.  No one had any idea the heartache this poor man must have been suffering.

All he focused on was making sure that he didn’t ruin the couple’s day.

What a hero, how do you beat that for customer service?

So, on this day, my friend’s anniversary whilst I congratulate them, and wish them all the best, I always have a thought for this young couple that must have been going through a living nightmare and yet they still put others before themselves. That to me is just 1st class customer service.

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© 2011-2017 Reception Training all rights reserved