If you’ve had an appointment with us at The Functional Gut Clinic, or have just phoned to make an enquiry, it’s likely that you’ve already been welcomed by Lucy or Caroline.
But making sure our patients have a seamless experience from enquiry to diagnosis is only one of the many ways they help keep our operations running smoothly. We asked Lucy and Caroline 5 core questions to learn more about what their typical day looks like, how their own nutrition has changed since starting work at Functional Gut and what advice they would give to someone wanting to work in the gastroenterology sector.
Lucy Melay
Senior Administrator
1. What made you want to join The Functional Gut Clinic team?
I wanted to join TFGC as I wanted a new challenge in my life and I knew it was a good opportunity to test myself. It’s been nearly a year now since I’ve joined TFGC and I’ve loved every minute of it.
2. What does a typical day-in-the-office look like for you?
Gosh, a typical day for me in the office involves checking/replying to emails, contacting consultants/secretaries, insurances and patients.
You’ll also find me clinic days for my clinicians, consultants, specialists nurses and external clinics. I speak to patients also to arrange appointments and always go the extra mile if they need help with how to get our clinic or dealing with their health insurance providers.
3. Have you adapted your lifestyle and/or nutritional habits for the better since joining?
Since joining TFGC I have actually changed my lifestyle slightly – I now jog every other morning as I feel like that helps me start the day and I am more aware of my sugar intake. I no longer have sweeteners in my tea and I have cut down on fizzy drinks.
4. How has COVID-19 impacted your role?
COVID-19 defiantly made my job more of a challenge. It has definitely changed around how the clinics work and I make sure that all areas of the clinic are always cleaned after each appointment. I also have to make sure that there is plenty of time between appointments so that patients don’t cross paths.
One sad part is not being able to offer a drink to the plus ones anymore or a magazine while they wait due to the hygiene restrictions.
5. What is your one piece of advice for someone wanting to work in the gastroenterology sector?
Always be on hand to provide comfort and reassurance to the patients as often they feel very nervous undertaking certain procedures.
Caroline Cawdrey
Medical Receptionist
1. What made you want to join The Functional Gut Clinic team?
I’d never worked in the medical sector before, the role sounded interesting and it was a new challenge. I also wanted to join a progressive, forward-thinking company. The business is growing and evolving all the time and I really like that.
2. What does a typical day-in-the-office look like for you?
Busy, busy, busy!
I set up the clinic for the day, making sure everything is clean and tidy for when patients arrive.
I deal with all the breath test referrals – these are uploaded daily and the patients are then contacted via phone and email to arrange sending the kits out. I also arrange in-clinic appointments for Manchester which involves uploading each referral, contacting the patient and emailing all necessary paperwork in relation to their appointment.
I answer lots of queries from patients via phone and email. These are generally questions about the preparation required for the hydrogen & methane breath tests. I also liaise with the consultants’ secretaries on a daily basis regarding referrals sent, reports requested etc.
Each afternoon the hydrogen & methane breath tests kits are packed up and posted out to patients.
3. Have you adapted your lifestyle and/or nutritional habits for the better since joining?
My nutritional habits have definitely changed for the better and I’ve learned so much from the clinical team about this. I never realised both the physical and mental effects that different foods can have on the body until joining The Functional Gut team. I eat more healthily now and feel so much better for it.
4. How has COVID-19 impacted your role?
The process of arranging an in-clinic appointment has changed rather a lot. All forms are emailed to the patient to complete themselves and return via email, rather than being completed in the clinic as they used to before COVID-19. Should patients be self-funding, payment is now taken over the phone the day before to make it easier for the patients rather than doing so in-clinic.
We no longer have more than one patient in the clinic at a time either. The new processes have all been put in place to minimise the patient’s contact with too many people, thus keeping both them and the staff safe at all times. I think for me, what I find most difficult is not having that face-to-face interaction with patients anymore. Patients would always approach reception on entry, ask a few questions and maybe come to reception again after their appointment and it’s always lovely to meet the patients when you’ve been speaking to them on the phone.
The positive impact of COVID-19 is that we’ve realised we don’t need to use so much paper! All referrals are now triaged electronically and as well as saving paper this also saves time.
5. What is your one piece of advice for someone wanting to work in the gastroenterology sector?
You need to be prepared for patients to tell you everything from their eating habits right down to their daily toilet routine and you also need to be understanding.
