Placing a spare headset over my ears, I apprehensively wait for the clock on the wall to change to 8:00am on the dot. In a few minutes, calls will come flooding in from members of the public desperate to try and book GP appointments.
I know exactly what it feels like to be the patient on the other side, but today, I'll be learning what it's like for the receptionist team answering the calls - as I've been invited to shadow patient coordinator Sally Kowalski for a shift.
As Sally hands me a mug of strong coffee, I'm introduced to her colleague Kulpna Mistry, who is far less nervous than me about the stint ahead. Kulpna has over a decade's experience in the NHS and is used to speaking to short-tempered and rude patients.
