Changing Times


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 big house)

The Surgery entrance was at the side of the house, a smaller less obvious door and was black in colour. We would walk through the door and straight into the small waiting room – the receptionist sat in the same room behind a desk with one cabinet that held the notes.

Just one Doctor and one Receptionist, not even a nurse.

No fax machines, no computers, no scanners just a desk, a telephone with one line and one filing cabinet.

I used to think the receptionist was a nurse as she wore a white  coat. Confidentiality was unheard of as the receptionist discussed ailments with the patients and many personal details given at the desk for all to hear. Everyone would hang on to her every word as she spoke to patients on the telephone – often speaking names, addresses and ailments – no confidentiality at all – yet it seems to be accepted.

No radio or telly playing the background, no toys for the children to play with just a room with chairs and the reception desk.

I remember later on in years I went into that same reception area and as I approached the desk the receptionist looked up, beamed and said congratulations on your pregnancy – the room was full of people, and people in there that I knew but the worse for me was I wasn’t actually pregnant, she had in fact got me mixed up with another patient. It never entered my head to complain, to me a mistake was made and she was truly sorry when she realised her mistake. I wonder how that would have been handled these days?

We would then get called through to see the Doctor – as a child I was always in awe of her – she was old (or old to me as a child) but the one thing that enticed me into her room was the great big jar of jelly babies that sat proudly on her desk – if I was good I would always get a jelly baby before we left her room. I remember once actually getting 2 – I cannot remember if this was by mistake or if I had been particularly good.

The room was grand, it had big French doors opening onto a big garden, which would be wide open in the summer and in the winter months she would have a big open fire blazing away, not a fire guard in sight and her much-loved sheep dog would be lying in front of it. No Health and Safety issues back in those days.

There were no disabled access for patients in wheelchairs or any aids for people with special needs.

Training for patient care was basic yet then sufficient. Training for general practice was in its infancy.

Years rolled on and practices expanded and the new receptionist fared only slightly better. Often “sitting with Mavis” was accepted, the only method of training new staff. “Mavis” would tell the new receptionist what to do, showed her how to do it, and after a couple of weeks left her to discover the rest for herself.

The title of Practice Manager was practically unknown; staff were expected to learn fast, no doubt acquiring good habits as well as bad. The knowledge and skills for the role as the receptionist were picked up by trial and error, and some very inappropriate attitudes were acquired along the way.

Over the years the importance of general practice within the health service increased in leaps and bounds.

Practices grew in numbers; multi disciplinary teams worked under the same roof, the Practice Managers became an extremely important part of the Practice. Larger Practices would have a whole management team run what now has gone from a one-doctor practice into a Practice that could have many doctors’ nurses and numerous other healthcare professionals working together with one aim – Patient Care.

Patient care, confidentiality and health and safety became a vital part of our working day.

However, sadly, until recently, the methods of training Receptionists within some organisations have failed to keep pace.

It is now generally accepted that quality of care and job satisfaction go hand in hand. Staff need to know not only what they are doing but also why they are doing it – “sitting with Mavis” is just not acceptable anymore.

Receptionists must understand their role and how their individual job contributes to the care of the patients and the smooth running of the whole practice.

Receptionists need not only to be trained but also to continue their education and personal development in order to keep up to date with an “ever changing role.”

Training Reception Staff

  • Initial assessment should be part of the selection process before employment.
  • What knowledge and skills does the applicant have as a result of past experience?
  • Is the applicant flexible to fit in with the team?
  • Are the applicants knowledge and skills appropriate, and, if not, can they be modified by training and experience?

Training Programmes

Planning Receptionist training must take account information about the following:

  • What the Practice believes that their Receptionists need in order to improve performances and satisfaction in their daily work.
  • What new skills and knowledge the Receptionist needs to gain in order to cope with change.
  • What the Receptionists themselves feels they need/would like to learn in order to expand their skills.

Has your Practice moved with the times? Do you support your Receptionists with training?

 

© 2011-2017 Reception Training all rights reserved
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Patient Care – Empathy


I watch a short 4 minute clip from you tube called Empathy from the Cleveland Clinic and would like to share it with you all. It really is worth a look.

As a Receptionist working in a Doctors Surgery, a Healthcare Clinic or a Hospital it is a reminder that behind every person there is a story.

 

http://www.youtube.com/watch?v=cDDWvj_q-o8&sns=em

The people in this film could have at one point spoken to you as a Receptionist on the telephone or at the desk.

We do not always know what is going on in people’s lives.

So perhaps if someone is a bit short or angry or out of turn with you or appears to be upset in any way they could be that they couldn’t get an appointment with the Doctor that same day, or angry that you cannot discuss their loves ones because of patient confidentiality, when people are upset, distressed and in pain they often hit out at others. They could have been someone in this film.

Knowing how to deal with a difficult / upset person at the desk is so very important – and being able to turn a negative situation into a positive one.

If you could stand in someone else’s shoes…..hear what they hear…..see what they see…..feel what they feel would you treat them any differently?

Patient Care – Empathy


I watch a short 4 minute clip from you tube called Empathy from the Cleveland Clinic and would like to share it with you all. It really is worth a look. As a Receptionist working in a Doctors Surgery, a Healthcare Clinic or a Hospital it is a reminder that behind every person there is a story. http://www.youtube.com/watch?v=cDDWvj_q-o8&sns=em The people in this film could have at one point spoken to you as a Receptionist on the telephone or at the desk. We do not always know what is going on in people’s lives. So perhaps if someone is a bit short or angry or out of turn with you or appears to be upset in any way they could be that they couldn’t get an appointment with the Doctor that same day, or angry that you cannot discuss their loves ones because of patient confidentiality, when people are upset, distressed and in pain they often hit out at others. They could have been someone in this film. Knowing how to deal with a difficult / upset person at the desk is so very important – and being able to turn a negative situation into a positive one.

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Receptionists Training: How To Identify People that Have Difficulties Reading and Writing.


How would you identify and deal with a patient that might have problems with reading and writing – and not embarrass them?

I have seen many patients embarrassed by a receptionist insisting that the “complete” the form in front of them.

TAIL TALE SIGNS OF SOMEONE THAT MIGHT HAVE PROBLEMS READING OR WRITING

  • They will often become agitated or look uncomfortable when given a form to complete
  • They might go very red in the face with embarrassment
  • They will try to make an excuse ask if they can bring the form back at another time
  • They might say they can not wait and will fill it in next time (when they can bring
    someone back with them)

And the most often used excuse is:

They have left their glasses at home!

Many of the above could indicate that the person had problems completing the form. For
whatever reason do not embarrass the person by insisting they complete the form.

If the form can be taken away and completed and brought back all well and good, but as I
well know many of these forms never come back again. So I appreciate the importance of getting the forms completed there and then.

HOW DO YOU HANDLE IT?

If you have reason to believe that the person is having difficult completely the form you
should

  •  Be very discreet
  • Never ask the person if they have problems with reading and writing
  • Never snatch the form back and say “give it to me”
  • Offer to help complete the form
  • Try and put them at ease – if they say they do not have their glasses just tell them that it is ok and that lots of patients do the same and you are more than happy to
    help complete the form.
  • Put the patient at ease by saying that it might be quicker for you to do the form
    because you know what parts have to be filled in.

You will often find by showing kindness and not judging the person will in fact tell you
that they have problems in completing forms. If they do tell them its fine – and they we get many request for help with filling in forms.

Explain  to them that you would be more than happy to help again, and that they should ask for you or another member of staff to help complete the next necessary form.

Ask the person if you want them to make a note of it on their patient notes – so in future they are not asked to complete a form again at the desk. Many are happy for you to do this. It also helps other team members know of their disability in not being able to read or write.

Every patient should be treated with respect at all times.

Disability Awarness and The Reception Desk


Back in 2010 I worked for a private hospital. All the staff from cleaners, receptionists, nurses and Doctors was all just so lovely – a great bunch of staff who all have exceptional customer care skills.

What did surprise me was that very few Receptionists (and some nursing staff) knew what the “nicely designed” reception desks were really for.

When I say “nicely designed” receptionists desks I mean the desks that were there to help assist the disabled, especially people in wheelchairs.

As you can see in the pictures the desks are designed in such a way that a disabled patient, can have easy access to the desk at all times.

The “modern” receptionist desks are usually quite high – this enables the receptionist to sit on a high chair or stand so they are at the same level as the person they are dealing with.

Can you see how difficult it would be for a wheelchair user at this desk?

So why should a disabled person be any different?

By having a lower desk it gives the disabled patient the option to sit at the lower part of the reception desk if they need to complete any necessary forms, or just to talk to a receptionist that is sitting on a low chair face to face rather than the receptionist standing and talking down to them. Its far more patient friendly doing it this way – and asking anyone that is either a receptionist or a disabled patient will both tell you it is a much nicer way to communicate. It is also excellent for confidentiality when the receptionist might be asking the patient some questions.

It is not just wheelchair users that may need this facility – people on crutches would be unable to stand at the higher desk to complete necessary forms, and of course there are others that are disabled that have no signs that they are – but they still may need to sit down to complete necessary forms or just to book future appointments.

So, to my dismay I actually witnessed a Receptionists standing talking down to a patient in a wheelchair at the highest part of the reception desk. The patient was asked to complete a form whereby the receptionist gave the patient a clipboard to balance on their lap whilst they completed the form. Other standing patients were crowding around the patient in the wheelchair and I am pretty sure they must have felt very uncomfortable.

I didn’t want to embarrass the receptionist or the patient so I let it go. But as soon as the patient had finished I asked the receptionist why she though the low part of the reception desk was for. She replied she thought it was just the design of the desk. She then laughed and asked was it was for sitting on!

I had to point it out it was actually there for disabled people to use – to enable them to complete any necessary forms at ease and the receptionist could speak to them at this point and avoid having to stand over and talk down to them – sitting on a low chair they would be talking to them face to face – as they would do with a patient that would be standing at the high part of the desk.

She was amazed and agreed it was a great idea. I asked several other receptionists after this and a good 30% of them were exactly the same and thought that it was just a design factor instead of being there to help the disabled.

Because of this the lower part of the desk designed to assist the disabled had no information leaflets like they had on the higher part of the desk, or pens that were needed to complete necessary forms.

So, do not take it for granted that a new member of staff will be aware of what this part of the desk is for – get your Supervisor or Team Leader to use this in their Reception training and always ensure that the lower desk is as well equipped as the higher part of the reception desk.