She has a huge amount of experience, having worked in administrative, secretarial, dispensary and pharmacy technician roles during her 16-year career at the practice.

She deals with concerns and liaises with the Patient Participation Group that represents patient views as well as managing the reception, administrative and dispensary teams. Becky enjoys the contact with patients and the focus is on learning from their experience and improving the service:

'Patients may get frustrated, but that is understandable if they are feeling poorly and need help. I am a big believer that sometimes having a conversation can be beneficial, I am a good listener and can explain the behind-the-scenes processes that patients may not be aware of. These interactions are a learning curve for us and an opportunity to reassure patients that we're doing our best. I pride myself on being approachable and I am more than happy to speak to patients directly if they feel that they don't want to put their queries and concerns in writing. They can use the online form via our website or I can be contacted through reception.'