Communicating with your Receptionists #Managers

Being a doctors receptionist is no easy task, and certainly not the job some people seem to think it is, some think it’s sitting at the desk booking patients in to see the doctor and handing out prescriptions, oh no it’s so much more and more again. Being a doctors receptionist is a bit like marmite, you either “love it or hate it”. The receptionist that ‘loves’ his/her job will be loyal, hard-working and very proactive. They are the ones that can see problems ahead, make the best suggestions and really want the best for the practice. They are the ambassadors of your practice.

It saddens me when at some of my training sessions I hear that they sometimes do not feel appreciated and they don’t feel part of the team. They often blame Management for lack of communication who are occasionally not caring and unapproachable. This might not be true, but it’s how they feel. Lack of training is also another complaint that I hear of often. Many Receptionists feel that they could do so much more in their role, if only they had the appropriate training. This is where I step in and defend the managers! I know how hard the role of a manager can be, often being piggy in the middle; the Partners shouting on one side and the Staff on the other. There are budgets to follow and targets to hit, whilst trying to stay loyal to both sides. Being a manager can often be a very lonely job. Who is there for the Manager when it gets tough?

My role of manager soon taught me that communication is key. In communicating with the receptionists I came to learn, first hand, what the problems in reception were, before it got too late and became a bigger problem than it already was. Receptionists need to know what is going on, if they don’t they often jump to the wrong conclusion. They will often gossip between themselves and make up their own minds, which can often cause bad feeling within the team. Having a team with a low morale is often extremely hard to turn around.

What is the best way to communicate with your receptionists? Hold Regular staff meetings; weekly, twice monthly or monthly.

  • Ask the staff to contribute to the agenda, make the meetings their meetings.
  • Make the meetings interesting! If they are interesting the staff will actually want to come, they will contribute and as a result they will be a success.
  • Rotate the meetings on different days and times to enable part-time staff to attend at least every other meeting.
  • It’s your chance as a manager to give the facts, to tell them as a team what is happening within the practice; it’s a great way to avoid rumours and discontent.
  • Take minutes for future reference and make copies available for those that were unable to attend. Make a copy for the partners too.
  • Ask a Partner to attend a couple of meetings a year, this shows support, and in my experience, always goes down very well with the receptionists. It also gives the Partners an insight in what is happening in reception and how hard their roles can often be.
  • Use the meeting to discuss any issues that have occurred and ask the team how they feel it could have been dealt with, often they will come up with the solution. This will help in the future as they will then start to solve problems themselves, rather than running to you every time, expecting you as the manager to have the answer. Meetings can often make the team more proactive.

Another complaint is lack of communication. Often, many of the staff will be told something but others don’t hear about it. This can lead to confusion and often anger, which can result in jobs not being done properly, as some staff have not been informed. A lot of the time this happens to staff who are on holiday or that work part-time. Memos or emails sent to every member of the team seems to work well. Having a receptionist message book works extremely well. Receptionists can leave messages that everyone can read before they begin their shift.

Communicating with your team will often highlight concerns, and often they will share good ideas,  after all they are the “experts” in their field and will often offer very productive ideas. Many of my training issues, ideas and changes came from my experiences of “walking in their shoes”

Another way of communicating with your staff is to simply show your support. Go and see what they are doing and praise them regularly. Most importantly, always remember how difficult your job as a manager would be if the receptionists did not do their job well.


© 2011-2017 Reception Training all rights reserved

Effective Participation in Meetings

For those new to meetings or for those who want to improve their input, here are some tips.


Learn about the issues which are going to be discussed

  • Ensure that you read previous meeting minutes.
  • Any issues that you are unsure of speak to someone before the meeting this will save you either not understanding what is being talked about or having to ask it to be explained during the meeting – this will take up time and not be beneficial to others in the meeting.

 Listen to others during the meeting

  • Try not to interrupt anyone that is speaking during the meeting. If you have a point to raise please put your hand up – and you would be given a chance to speak when it is appropriate.
  • How would you feel if you kept being interrupted?

 Think before you speak

  • Before you raise a question or make a comment ask yourself if this is the appropriate time and place to do so?
  • Will you want your question/comment minuted?

Speak clearly and be brief

  • Speak clearly as there will be someone taking the minutes – and it is important that the right information is minuted.
  • Keep your questions/comments brief and to the point – meetings usually have a timescale and it is important that everyone has a chance to have their say.
  • No one enjoys a meeting that over runs – people lose interest

Do not be afraid to speak up

  • If you have a valid question or comment to make do be afraid to speak up.
  • Having a valid question or comment to make can be very important – it could mean a way forward for your organisation and perhaps your team.

Be reasonable, listen to other people’s points of view.

  • If you do not agree with another persons comments ask yourself if this if the time or place to disagree. Perhaps take some time, review the situation and if you still feel very strongly about it bring it up at the next meeting under “minutes of the last meeting”.
  • If you feel that the meeting is not the best place to disagree then perhaps talk to your manager about this before the net meeting and get a second opinion.
  • Remember not everyone points of view will be the same as yours!

Let go.  Even if you think a wrong decision is being made, in the end you may have to let this happen.

  • Sometimes you will disagree with someones decision – it might be something that you are unable to disagree with – you will have to learn to let it go.

When you have a meeting with Departmental heads you will often find a difference of opinion. After all everyone is there to get the best for their team, be it you for your Receptionists, The Lead Nurse for the Nursing Staff or the Senior Doctor for the Doctors or maybe the Practice Manager for her Management Team.

It is how you deal with this that will earn you points – listen to others points of view, offer a solution if you feel there is a solution – learn to work together as part of a team.