INTRODUCTION

The receptionist is usually the first contact that the client will have with the surgery, be it face-to-face or via the telephone. The importance of a first impression cannot be stressed enough. A client entering a dirty, badly managed practice that is greeted by an offhand, scruffy member of staff will certainly remember the experience - but for all the wrong reasons!

Fair enough, you may be busy, but clients will expect this. There is a huge difference between a well-organised, efficient receptionist dealing calmly with a large number of customers than a maniac flapping around looking extremely rushed and not getting things done.

The most important piece of advice I can give after 13 years of reception experience is to stay cool. You only have one pair of hands, you are only human and not a robot! Skills such as prioritisation and juggling several tasks at once will come more easily if you keep calm.