In a message dated 31/01/03 08:34:24 GMT Standard Time, [log in to unmask]
writes:
<< a first contact (eg support service
receptionist) who can filter out the urgent cases and arrange an
appointment quickly where necessary. >>
Ahh, you mean like a GP's receptionist ? How does a 'receptionist' decide
who is in urgent need and who is a 'hypochondriac' ? If they are well enough
trained to diagnose need, shouldn't they be employed in support? How do you
stop them 'prescribing' - believe me, I've heard unqualified admin assistants
offering advice, raising expectations unreasonably, and offering a diagnosis
over the telephone.
Seriously though. It's a tricky dilema. Students do encounter people in the
system that have a great deal of power but very little understanding of the
real needs and problems of students. Part of the problem of getting support
are the paperwork hurdles and non-qualified/experienced people they have to
'get past' to get a foot on the ladder.
Some serious points:
In the age of the telephone and wordprocessor do we need to put in another
layer between us and the student? If we do, what are the pros and cons of
doing so?
My view of a GP appointments system is that it is there to manage demand, not
meet the needs of patients. Let's be careful about falling into the same
trap. It may not be a 'sensible' use of a trained professional support
worker, tutor or assessor to be handling initial enquiries but we need to
define the role of any intermediary very carefully and monitor it just as
closely.
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