Meet our Receptionist at Gateway Psychology
When children and families walk through the doors at Gateway Psychology, the very first person they’re likely to meet is our receptionist, April. With a warm smile, a friendly hello, and sometimes even a marshmallow-topped hot chocolate, she helps set the tone for each visit. Her role is much more than simply welcoming people at the desk: it’s about creating a safe, calm, and inviting space where families feel supported from the very start.
In this blog post, we sat down with her to find out what a typical day looks like, what she finds most rewarding, and the little ways she makes Gateway Psychology such a welcoming place for children, parents, and carers.
Can you tell us a little bit about what your role as receptionist at Gateway Psychology involves?
I see my role as Receptionist as a very individual role, as no two days are ever the same, which I absolutely love. One minute I can be talking with a social worker in reception and the next minute I am playing and having fun with one of the children with the giant slinky on the stairs.
My main priority is to always make sure that the children and their families that come to see us are always made to feel very welcome.
What does a “typical day” look like for you here?
My typical day starts around 8:40am, when I like to arrive a little earlier that any visitors to make sure that the reception area is tidy and warm, or fresh and cool on warmer days. I like to make sure that I am logged onto my computer and ready to greet our lovely families.
During the day I also make lots of cups of tea and coffee for mums and dads and parents and carers. I also make a mean hot chocolate with marsh mallows as a little treat sometimes for our younger visitors!
I take telephone calls from clients and general enquiries from the public looking for support for their children. Sometimes I signpost people to other areas of support.
As part of the admin team, I help monitor the email inbox for new referrals and information requests, and I process calendar invites when clinicians book appointments for children and their families. I receive deliveries and make sure they are put away as quickly as possible, and replenish any resources like drinks and snacks, etc.
What’s one part of your job that people might not realise is so important?
One really important part of my job is the ability to be able to listen to parents and carers who may be struggling. Sometimes they may just be having a bad day and just want to talk about it.
What’s one of the most rewarding moments you’ve experienced in your role?
Some of the most rewarding moments are when children who have been coming into therapy sessions for many years feel comfortable enough to give me a hug or a little thank you card. It’s a very rewarding part of my job. I also secretly love it when children ask where I am, or say that they have missed me when I am on annual leave.
How do you approach supporting families who might feel nervous or anxious about their appointment?
When children and families first walk through the door, they may be feeling anxious or nervous, especially if it is their first appointment. So I want them to see a smiling and friendly face when they walk in, and I like to greet everyone by their first name so they feel welcome and know we are ready and expecting them. Depending on the plan for their session, I will offer them a drink or help them to access the toilets, so that they feel comfortable and ready for their session by the time the clinician comes through to meet them.
What helps you stay organised when things get busy?
When things get busy in reception, I stay calm and try and plan ahead as much as possible. For example, I like to preset any recordings or prepare paperwork a few minutes before visitors arrive, and I also try to anticipate what their needs may be. This helps me to stay organised.
Do you have a favourite “small but meaningful” part of your day?
I have a few favourite ‘small but meaningful’ parts of my day. The quiet time in a morning, when I am preparing to greet the first visitors of the day and checking the diary to see who we have coming in. I usually bring a hot flask of coffee from home so that it stays warm, even if I don’t get time to drink it straight away. I like to be in reception to say good morning to all my other lovely colleagues at Gateway as they come in, and I like to be able to quickly respond to any last-minute requests from clinicians. I also like it when we have small babies and toddlers in reception – I just love their energy and generally having them around! Any opportunity to briefly chat or play with some of the children before or after their sessions is also a joy.
At Gateway Psychology, we know that those first few moments when children and families walk through the door can make all the difference. That is why our reception area, and the warm welcome from April, is such an important part of what we do. Whether it is a smile, a friendly chat, or even a quick game with the giant slinky, April helps to set the tone and make families feel at ease. Our reception has been designed to be a calm, comfortable, and inviting space, and we are proud that it reflects the values of care and compassion that run through everything at Gateway Psychology. We hope you enjoy this little gallery of photos that capture the heart of our reception area, the place where every journey with us begins.
