The first faces you see

At the heart of the Hospice is a team of four dedicated receptionists, Monika, Cherry, Claudine, and Natalie, who not only keep things running smoothly but also bring warmth and a friendly smile to every visitor who walks through our Hospice doors.

Working alongside 20 wonderful volunteers, the reception team is never short of friendly conversation. “Working with the volunteers is the best part of the job,” says Monika. “We simply couldn’t do what we do without their support.”

As the first point of contact for patients, families, visitors, and staff, the reception team understands just how important it is to offer a warm welcome. “A smile goes such a long way,” Monika explains. “We all know many of our visitors are going through very difficult times, so we do our best to make them feel welcome from the moment they arrive.”

Over time, the team has come to know many of the regular faces - patients and families, outpatient visitors, customers at the Café and little shop. They pride themselves on remembering names and stories, creating a comforting sense of familiarity.

Cherry especially loves the festive season. “Christmas is my favourite time of year,” she shares. “The reception is full of activity, and we have carol singers and musicians coming in throughout December. It’s heart-warming to see patients brought down to enjoy the music and join in the celebrations.”

The team handle a wide range of tasks, from preparing patient lists and weekend meal menus, to unlocking and locking the reception area, covering phones for the Facilities team during out of hours and holidays, taking deliveries, and cashing up for the Café and shop, they’re always busy behind the scenes.

They also take turns covering the IPU reception and will the make the most of opportunities to interact directly with patients - whether by delivering flowers and post or simply having a quick chat.

At its core, the reception team’s mission is simple: to make everyone who enters the Hospice feel seen, supported, and welcome. It’s not always easy, but they appreciate the variety in their work – and the people they meet along the way