Wilma and David get great feedback

Wilma McGrogan and David Cunningham, both Patient Services Advisors from Corby, have received glowing feedback for their work on a medical reception and administration course.

The online course gave David and Wilma a greater insight into the workings of the practice, and how different departments work together. The external trainer said their completed workbooks were among the best ever submitted over her four years running the course.

She congratulated them and told David: ‘It made me wish I was still managing a practice because I would have had no guilt over poaching you for my practice. Keep up the good work because your qualities are what allow the NHS to deliver excellent patient-centred care.’

David joined the practice in August 2024 from a customer service background while Wilma has been in patient services for just over a year. Both love their roles and say that the support and teamwork they get make even the hardest days worthwhile.

David said: ‘My friend Jack worked here and encouraged me to apply. People think it is unusual to hear a man working in reception and they always comment on it. This role was something I had never thought about doing, but my family and my friends were encouraging.

At first it is hard to get over the weight that it is people’s health that you are dealing with. Patients can be frustrated or in pain so you have to give them empathy, understanding and be that reassuring person at the end of the phone.’

Wilma changed roles after decades in the motor trade then a  full time carer for her mum: ‘This surgery was great in supporting my mum so, when she passed away, I wanted to give something back, and this role is very fulfilling. On the course we learned about every single area of the practice. It was quite an eye-opener. When the phones went quiet at work I would do the training and I also studied at home.’

David said: ‘I found the course really interesting as there were training slides, videos and quizzes. It is about patient care, signposting and how to deal with specific incidents such as conflict resolution. It was interesting going through different scenarios and seeing how to keep situations calm. Being on this course has given us more skills and has equipped us for our roles more.’

Wilma added: ‘This has given me more confidence and I have the workbook to look back on. You learn by doing and we are so lucky because we have an incredible team. Every single person has everyone’s back. It is like family here, our colleagues are there for you no matter what.’

Published: Apr 21, 2026