There’s More To London Vision Clinic Reception Than Meets The Eye!

Back in 2011, regular visitors to the London Vision Clinic would have noticed one or two changes. These included the launch of a new uniform… those working in reception switched their white coats for smart black outfits with toning black and blue scarves; while a new collection of white coats – complete with the clinic’s logo together with embroidered individual name tags – was also introduced for some members of the medical team.

When interviewing one of the old Clinic Coordinators, Anna, she described her job, as one of the essential “flight controllers”, she would smoothly handle the crucial details of seven diaries while arranging patients various appointments – from their initial screening, through their surgery, post-operative checks and beyond.

All of this would be carried out with a serene and reassuring smile- regardless of the circumstances.

“Sometimes things happen that are out of our control. A patient’s train might be delayed, making all the appointments run late or – for some reason a check-up might take longer than expected. It can be difficult to appear calm. Maybe I looked like a swan above the water while below I would be like a duck frantically paddling away, emailing colleagues and trying to sort out a problem.”

Anna also explained to me that while working in reception it is essential to be “in the moment” and totally concentrate on the job at hand.

“You’ve got to be switched on all the time. You need quick reactions and the ability to multi-task.

“It is also important to be able to recognise faces and remember names. Sometimes – as in the case of twins – the receptionist might add clues to the patient’s notes – such as the colour of their sweater – to help identify them correctly.”

Clearly, there is much more to being a London Vision Clinic receptionist than meets the eye. This is, after all, the home of all those electronic diaries; as well as the hub and public face of the clinic.

Although Anna is no longer with the clinic, before leaving to pursue other opportunities, she became part of the managerial team.

“Occasionally I am back on the desk to help cover sick leave or staff holidays. Reception will always be ‘my ship’ and I still care passionately for how it is being managed – it’s hard to let go.

“I still have close contact with the girls on a daily basis – they keep me in the loop as to what is going on and sometimes call me for help and advice.”