All in a day's work

Maureen Williamson

Hospital receptionist

THERE are no quiet days on the front line of hospitals in London, but winter and the skiing season, which is just coming to an end, can mean the busiest days of all for Maureen Williamson. "I work on reception for the fracture clinic at University College Hospital, and icy pavements coupled with skiing accidents usually mean more broken bones," she says. "It can mean dealing with up to 60 patients during an eight-hour shift, some in pain or discomfort and all needing assistance as quickly as possible.

"We are usually the first staff that people attending the clinic will see.

Providing reassurance and information about treatments is vital. Hospitals can appear to be confusing places, but we are able to say, 'You are in good hands and we are here to help'."

Apart from questions about treatment, the most common query is: 'When will I be seen?' "Everything is done to see patients with appointments on time," says Williamson, 41.

"But doctors and other staff must handle emergencies. We understand how frustrating delays can be and always give reasons for them. Once patients know why a wait is necessary, they accept it more easily, especially when badly injured people need attention."

People skills need to be combined with administrative ability. Notes are kept on every patient and must be kept updated and instantly available. "My role includes matching patients with letters from their doctors and notes about treatment," says Williamson.

"An orderly mind and confidence with computers is required. One problem with accidents abroad, such as bones broken on ski slopes, is that the patient's notes may be in a foreign language."

Williamson, who has been a hospital receptionist for nine years, believes her earlier career as a nurse was ideal preparation. "Understanding hospital routines and some medical training helps remove anxiety from patients by helping you explain clearly. Being a mother is also useful."

She identifies "helping others" as her driving force. "I need to know that what I do makes a difference. The 'thank-you' from patients for our team efforts makes it all worthwhile."

What it takes

"A CALM, friendly and organised approach is essential," says Williamson.

"Always take the time to explain delays and provide reassurance."

Medical training and hospital work are also useful experience.

Vacancies at Unversity College London Hospitals NHS Trust are on www.ucl.org

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