A simple Thank You #communication #friendship


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On Saturday the post arrived and what looked to be a birthday card came through the letterbox.

Puzzled to what it might be and even wondering if it was delivered to the wrong address I went to pick it up quickly wondering if I had forgotten a special occasion as I knew it wasn’t anyone’s birthday in the house.

I pick up turned it over to see my name on the envelope. For that one split second I felt warm and fuzzy inside, the mystery of what was inside the pink envelope and what was it for.

I eased the card out of its envelope knowing that the mystery was about to be solved and hoping I wasn’t going to be disappointed.

The card was pink and had the most beautiful pink flowers and butterflies on the front. I still had no clue to who the sender was.

Without realising I held my breath as I opened the card and read the contents

“Thank you for being such a special friend

Your kindness, support and friendship over these past few weeks have been incredible

Lots of love C”

The card was from a friend who has recently lost a family member. I did as I would have done for any friend and supported her as much as I could. We live a good distance apart so this was done by telephone, face time and messenger.

She took the to do this and all while she was still grieving.  I was touched to receive the card and it made me realise just how much our friendship meant to her and how my support did in fact help her in hour of need.

So next time someone does something that you are grateful for let them know. Tell them how it made you feel, send a card if you think it’s appropriate and most of all remember to be that kind of person that people will want to send the card to

 

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Changing Times


Beyond the Reception Desk

I was chatting to a friend the other day and we were reminiscing about the “old days” and what our memories were as a child and how things have changed especially in our line of work over the years.

Mine was visiting my doctor as a child and just how things have changes so much over the years.

As a child I remember going into this great big house, (as a child I would have described this as a mansion) which was the Doctors Surgery, and where she lived. I can still remember so many details of that house, the grounds the house stood on, the big sweeping driveway that you drove in one way and out the other, the ivy climbing the walls and the great big red door to the main house – I always wondered what was beyond that door (this was the main entrance to the…

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Working Together #NHS #111 #A&E #GPSurgeries


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Sadly, as most of you are all aware there is a lot of negative publicity in the press at the moment about our great NHS service and sadly some of it with good reason.

It saddens me to read some of the dreadful reports about patient care and those working for the NHS being abused and often overworked. Working for the NHS and being a patient I can see a lot of this from both sides.

Doctors surgeries are busting at the seams with patients struggling to get appointments. Practices are merging together but are they able to continue to offer the service they did before?

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The Ambulance service is stretched and A&E are struggling to find beds resulting people being treated in corridors, whilst Ambulance crews are held up in the car parks with patients on board waiting to be seen and treated, often resulting in the ambulance crew not being available to go to the next emergency.

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Sadly, there are still the time wasters and abusers of the service. Those that call that emergency ambulance when all they needed was a GP appointment, the hoax callers that can tie up the emergency services for hours before they finally find that there was no “emergency” to those that present at A&E for minor ailments. Working in the past in A&E it never ceased to amaze me just what people would present with at A&E with. (I have written other blog stories when I worked in A&E)

As a Manager working in the NHS it’s a hard job. Struggling on a daily basis, trying to hit targets, wanting to give best patient care is almost impossible, dealing with staff that are forever under pressure on the front line and answering to stressful those who need to be obeyed.

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As a Receptionist, you will never please everyone, and many will be sure to be vocal and let you know how unhappy they are and often blame you for the “awful service”.  Telephones ringing constantly, people demanding urgent appointments that you just haven’t got, GP’s and Managers constantly asking the impossible from you, and all while you are working for barely more than the minimum wage.

Hearing from friends, updates on social media and press reports everyone is struggling to be seen resulting in people misusing the NHS because they had no alternative.

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A friend recently phoned 111 (for my overseas readers this is an out of hours service which covers GP surgeries when they are closed – an excellent service which gives patients 24/7 cover). My friend felt very unwell, sore throat, temperature and generally feeling very unwell. She spoke to somewhere at the 111 Service, for whatever reason the 111-service suggested she took paracetamol and phone her GP surgery the following morning. She had a bad night and phoned her GP Surgery first thing the following morning. Her surgery was unable to offer her an appointment and she explained how ill she felt, she was than advised if she continued to feel unwell to take herself off to A&E – as ill as she felt she would have never done this but many might have acted on this advice. She left it another 24 hours and phoned the surgery again where she was given an appointment for that day where she was given Antibiotic and Steroids for a chest infection.

My husband was recently poorly at a weekend, as thought he had a nasty chest infection. I phoned to see if we could get an appointment at a local Treatment Centre (the out of hours service where you can see a GP). After giving the operator all his symptoms (he was breathless due to the cold/chest infection) the operator said they she recommended that they send an ambulance out to him. The protocol said that if the patient was breathless or had breathing problems that an ambulance should be sent. There was no way that he needed an ambulance, he could have actually driven himself to the Treatment Centre, he was ill but not that ill, and even if he was I could have driven him there.

I believe that both of the above where 2 incidents where the emergency services (A&E and an ambulance) were not needed. I know that people have protocols to follow but in these two instances the patients could just have been seen and treated by a GP.

Do we need to look at the bigger picture, to look as how we can signpost people in the right direction, to ensure that people who need A&E are seen, and those that can see a GP do so? We have a great NHS, we can see a GP free, we have GP cover 24/7 and at a last resort we have a great emergency service in the ambulance service and A&E. It’s important that everyone needs to see those that are appropriate to them. Is there anything that we can do together to ensure that this happens most of the time?

I would be very interested to hear from my many overseas followers on how their GP Practice work. How does your routine appointment system work and when patients request emergency appointments what is your practice policy and does you’re A&E Departments get clogged up with people who don’t need to be there?

 

© 2011-2018 Reception Training all rights reserved

Walk in my shoes – would you treat me any differently.


I originally posted this blog post over 3 years ago. I have since had many new followers and I still am moved by the power of this short clip. I am reposting it again for everyone that hasn’t yet seen it.

Beyond the Reception Desk

A moving short clip from you tube from Central Adelaide Local Health Network.

Any one of us could be one of the people in this film. We have and will be patients and loved ones at some point in our lives. Treat people with the respect they deserve.

To often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest art of caring all of which have the potential to turn a life around. 

Leo Buscaglia (1924 – 1998) 

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


Beyond the Reception Desk

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…

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Do You Wear A Uniform At Work? Free Uniform Tax Rebate


If you wear a uniform at work, and have to wash, repair or replace it yourself, you may be able to reclaim £100s of tax for up to five years of expenses.

This applies whether it’s just a branded T-shirt or you’re a fully-uniformed pilot, police officer or nurse. Don’t pay a claims firm, you can do it simply yourself for FREE.

Please click on the link below

http://www.moneysavingexpert.com/reclaim/uniform-tax-rebate?utm_content=buffer1ca72&utm_medium=social&utm_source=plus.google.com&utm_campaign=buffer

Do You Wear A Uniform At Work? Free Uniform Tax Rebate


If you wear a uniform at work, and have to wash, repair or replace it yourself, you may be able to reclaim £100s of tax for up to five years of expenses.

This applies whether it’s just a branded T-shirt or you’re a fully-uniformed pilot, police officer or nurse. Don’t pay a claims firm, you can do it simply yourself for FREE.

Please click on the link below 

http://www.moneysavingexpert.com/reclaim/uniform-tax-rebate?utm_content=buffer1ca72&utm_medium=social&utm_source=plus.google.com&utm_campaign=buffer