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

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Receptionist Training: The Correct Image


THE CORRECT IMAGE

  • It is important to look good
  • To have confidence and build on it
  • To have a professional attitude and how to develop it.
  • Abiding by your companies policies and guidelines.
  • To work as part of a team.

THE RECEPTION AREA

  • First impressions at the desk and on the telephone are vital.
  • Organisational tips – paperwork, files and desks – are they tidy?
  • How does the reception area look from the other side – how do you think the patient/customer sees it? Does it look tidy.
  • Ensure that ALL patient information is not on view. (confidentiality)
  • Always appear to be calm (even if you feel you are not!!!!)
  • Make your reception area safe make sure there are no handbags left lying around for someone to trip over – look out for other items left lying around (boxes cables etc).
  • Are there toys left on the reception/waiting area floor, magazines for someone to slip on.
  • A good Receptionist will always take pride in her reception area.

COMMUNICATION AND PEOPLE SKILLS

  • Always use clear communication.
  • Learn the art of asking the right questions.
  • What you say and how you say it.
  •  Words that work.
  • How to avoid being misunderstood.
  • Ask the patient/customer if they are happy with what you have just told them.
  • The “smile” factor.
  • Having a positive approach

DIFFICULT CUSTOMERS AND SITUATIONS

  • Know how to handle a difficult situation.
  • Feel confident in what/who you are dealing with.
  • Identify the problem. Get to the right solution.
  • Anticipating problems before they happen.
  • Defusing a situation
  • Remember everyone is different
  • Lack of listening can prove to be damaging.
  • Use eye contact whenever possible.
  • Be alert! at ALL times
  • Know your practice policy if someone wants to make a complaint. Make sure you know where the complaints forms are kept.

KNOW HOW TO AVOID THOSE TRAPS

  • How to deal with the busiest times of day ie first thing / lunchtime
  • Rota staff to accommodate your busiest times.
  • Ensure you have backup when staff are on holidays or sick.
  • Ensure that there is always someone allocated to answering the telephone
  • Ensure that there is always someone on the front desk
  • Ensure that ALL staff has appropriate training
  • Ensure that you have policies/procedure if your computer system should go down.

and REMEMBER:

A good Service is only whatever the patient/customer thinks it is.

Receptionist Training: The Correct Image


 

THE CORRECT IMAGE

  • It is important to look good
  • To have confidence and build on it
  • To have a professional attitude and how to develop it.
  • Abiding by your companies policies and guidelines.
  • To work as part of a team.

THE RECEPTION AREA

  • First impressions at the desk and on the telephone are vital.
  • Organisational tips – paperwork, files and desks – are they tidy?
  • How does the reception area look from the other side – how do you think the patient/customer sees it? Does it look tidy.
  • Ensure that ALL patient information is not on view. (confidentiality)
  • Always appear to be calm (even if you feel you are not!!!!)
  • Make your reception area safe make sure there are no handbags left lying around for someone to trip over – look out for other items left lying around (boxes cables etc).
  • Are there toys left on the reception/waiting area floor, magazines for someone to slip on.
  • A good Receptionist will always take pride in her reception area.

COMMUNICATION AND PEOPLE SKILLS

  • Always use clear communication.
  • Learn the art of asking the right questions.
  • What you say and how you say it.
  •  Words that work.
  • How to avoid being misunderstood.
  • Ask the patient/customer if they are happy with what you have just told them.
  • The “smile” factor.
  • Having a positive approach

DIFFICULT CUSTOMERS AND SITUATIONS

  • Know how to handle a difficult situation.
  • Feel confident in what/who you are dealing with.
  • Identify the problem. Get to the right solution.
  • Anticipating problems before they happen.
  • Defusing a situation
  • Remember everyone is different
  • Lack of listening can prove to be damaging.
  • Use eye contact whenever possible.
  • Be alert! at ALL times
  • Know your practice policy if someone wants to make a complaint. Make sure you know where the complaints forms are kept.

KNOW HOW TO AVOID THOSE TRAPS

  • How to deal with the busiest times of day ie first thing / lunchtime
  • Rota staff to accommodate your busiest times.
  • Ensure you have backup when staff are on holidays or sick.
  • Ensure that there is always someone allocated to answering the telephone
  • Ensure that there is always someone on the front desk
  • Ensure that ALL staff has appropriate training
  • Ensure that you have policies/procedure if your computer system should go down.

and REMEMBER:

A good Service is only whatever the patient/customer thinks it is.