Concerns - Receptionist

Factors

Material

Main Reception area includes a raised counter with a lower desk behind it, 2 telephones, 2 computers to access all patient records and appointments, printer, two swivel 5 wheeled chairs.

There is a water cooler with cups in the reception area for public and staff use.

There is a hot drink dispenser in the reception area.

Social

Team of hospital reception staff are line managed by the HR department.

Busy workload and is closely monitored by her line manager.

Mostly socialises with her family, her choir and church friends, rarely socialises with hospital colleagues in her spare time.

Intentional

Quite firm with younger peers who think they know more than they do. Deferential to doctors (has a hierarchical mindset about knowledge and authority).

Confident with the tools and equipment she uses daily, though has an ongoing love/hate relationship with the printer. Usually receptive to new technology if it can be proven to make her job easier though finds some (such as navigating enhancements to the database system) quite intimidating at first.

Traditional outlook on her role in work and in her family.

Notes

Reception staff have the option to use headsets for telephone calls, though these have to be pushed to their shoulders when they speak with people face to face, so they mostly prefer to use the telephone handset.

Reception staff tend to use their own water bottles.

Organisational structure, grouping of and relationships between various actors, conventions and norms.

She does not have line management responsibilities.

Discusses the reception rota with her line manager before it is finalised each week.

Concerns

Is not sure how to improve her interactions with patients and staff.

Image attribution: Crissy Ocallaghan https://pixy.org/4758909/ CC0 Public Domain

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