Cool, Calm and Collected – transforming reception

Janice Phillips is a Medical Centre Assistant at Northcare and says adopting the Health Care Home model has improved things for staff and patients alike.

Janice worked as a medical receptionist prior to becoming and MCA and feels the enhanced role helps greatly with patient flow freeing up clinical time and enabling patients to get better care.

She said “It’s good patient flow as we’re getting information that we need so that the doctors can do what they need to do rather than the doing recording and administrative tasks.

“This makes a huge difference to the doctors and the nurses and also helps greatly when with meeting health targets.

“Having no ringing phones makes a huge positive difference to the clinic. When we first transferred over from to the PAC system so many people noticed that it was quiet, it was calm and a nice atmosphere.

“There was no one stressed wanting to answer the telephone when there was someone at the front desk. It allows us to be more welcoming and give people our absolute attention.”