In the last 5 weeks I’ve delivered 12 training workshops on various topics including confidentiality and customer service. The participants are front line employees in healthcare - mainly receptionists in doctors surgeries.
In the 4 years since I left the NHS I’ve met many hundreds of front line healthcare employees in the training environment. I really enjoy working with them and often leave training sessions feeling inspired and very proud that we have so many motivated people doing a challenging job for which there is often little thanks.
During my 35 year career in healthcare I met thousands of front line healthcare employees and always felt the same.
Many of the participants of the recent training workshops are receptionists working in doctor’s surgeries. There are many myths about these key professionals who are a crucial part of the healthcare team. The image sometimes created of the receptionist is that of a ‘dragon’ who is only interested in making the life of the patient as difficult as possible. This is a complete myth; it is sad and a very unfair stereotype.
All of the receptionists I’ve met in the last 4 years are conscientious professionals who desperately want to do a great job for the patient.
They have a very difficult job acting as the ‘middle person’ between the doctor and the patient. They are quite often pulled two ways and they invariably find themselves the bearers of bad news such as ‘I’m sorry I can’t give you an appointment today.’
Today I want to promote the receptionists in Primary Care as key customer service professionals who are often misunderstood and unfairly judged.
Take a bow - there are thousands of you around the country doing an absolutely brilliant job.