Working in general practice as a Receptionist, Supervisor and a Manager nothing ever surprises me anymore, and just when you think you have seen it all something else comes along to add to the endless stories that working in a surgery brings.
The highs and lows the funny and the sad you never get two days exactly the same.
This story was a new one to me, one that I haven’t come across.
I was chatting to a friend yesterday to works in a GP Surgery. She told me that there had been an incident in their admin office. Whilst she was talking to a patient she could hear raised voices at the end of the office. When my friend had finished her call she turned her attention to the receptionist who was obviously very upset by the call.
She presumed that the caller has been an “unhappy patient” – she was wrong.
The caller phoned the Surgery and asked for the receptionist by her first and surname. The caller was put through to her and she was not expecting what came next.
The receptionist explained the nature of the call and how it involved Facebook.
A couple of days previous the Receptionist had been on Facebook. She came across a random post that one of her friends had shared. She didn’t know the person but she left a comment, which she didn’t think was upsetting or rude but obviously the person that had posted the comment felt very strongly about the comment she had left and was not happy.
The person traced the Receptionist to her place of work. How? She had it on her Facebook Profile where she worked and that she was a Receptionist.
The Receptionist was worried, as the caller had her name, knew where she worked, and of course could easily be identified due to the fact that all the staff wears name badges, with their first and surname on and she had no idea what this caller looked like – it could be anyone that walked in through the Surgery doors.
The caller told her that she was going to come along to the surgery and give her a black eye. The Receptionist was obviously worried and upset as the caller sounded angry and threatening.
She worried that the caller might wait for her outside of the surgery and follow her home.
As a Manager how would you react to this? Would you see it as a problem you would have to sort out, or seeing it started outside of work would you not want to get involved?
We then have to question should staff be putting information on their Facebook to where they work and what they do? Have you a right as a manager to say staff cannot do this? Perhaps not, but it is something that could be discuss at a team meeting, to make people aware of the consequences when they do put where they work.
A similar story to this happened when I first starting working as a Receptionist and one of my colleagues had an unusual surname, a patient that used visit the surgery on a regular basis took a liking to her. He asked out on a date a couple of times and each time she gently let him down.
The patient had mental health problems; because he knew her name he was able to get her address and number out of the telephone directory (this was before internet times). He then started stalking her, telephoning her at all hours of the day and night. The incident involved the police, many sleepless nights, which resulted in her moving out of her flat for a while. It was sorted, she changed her telephone to ex directory and everything calmed down.
At the time this incident affected the whole team. Name badges were questioned.
As a manager I always kept this story in my mind, and would only ever have first names on name badges for Receptionists who deal with the general public.
Does your staff give their full names whilst working?
Are first names sufficient on name badges for Receptionists? I think so.