Once upon a time I took a fancy spelling test called the AMSPAR Level 2 Certificate in Medical Terminology and passed it a bit well. This means I can type decent clinical letters – from dictation, I stress – that are accurate, well-formatted and allow a clinician to just review and approve their work rather than completely rewrite it. I can also transcribe research interviews from clinical disciplines because of recognising the big words used and being able to spell them. However, it does NOT mean that I am clinically trained (I am not). I can type the letters but I don’t understand them and I shouldn’t be asked to explain them. When I work as a personal assistant to a clinician I can offer transferable inter-disciplinary administrative skills such as making sure there are no diary clashes or administrating their MS Teams space as well as typing their letters for them. People from clinical or technical backgrounds are often those who most value some of what others might call my “Insufferable qualities,” such as working to a routine, being reliable, offering reminders, providing clear, direct information and paying attention to detail. I can reliably relieve them of mundane admin, leaving them time and headspace to focus on their clinical work. Sometimes people do not understand that I am not clinical. I am quite comfortable saying, “No,” to being asked to step over that line and, for example, “…just contact the patient and tell them X clinical thing.” It is absolutely correct that I say, “No,” in that circumstance. I do start to feel uncomfortable when people don’t accept that, “No,” because then it truly becomes an inappropriate situation . I don’t find myself put in this position by my clients because I would not work with someone who thought I was clinically trained – either by misleading them myself or them expecting me to cross that boundary despite the absence of clinical training. Sadly, I have been put in this position by people my clients work with. I say, “Sadly,” because it then becomes a case of my client is being disrespected and I do not like this. Also, “Sadly,” people from certain disciplines appear to be worse for this behaviour than others. If we take it down to the bare knuckles, I pay PI insurance for providing an administration service. I am not covered to, “…just call a patient.” Neither is my client, who pays much more on more complicated indemnity insurance, covered for that situation. Years ago when I was working for a maternity software developer I created some notes pages that allowed clinicians to digitally record the information required by one of their paper proformas. It was again due to having passed the spelling test a bit well and also just having a knack for connecting how X question in Y step on the proforma translated into how our system worked. The clinicians who requested this bit of functionality were really pleased and I felt proud – temporarily! My line manager was not so proud. He said, “It got really annoying. They just raved about you and kept asking if you had a clinical background. I told them you were just a mum .” At the time, I felt out of respect for the company that employed us both he could have said “She passed a fancy spelling test a bit well and appears to have a knack for breaking information down. As well as what is sometimes a frustrating ability to pay attention to detail! Anyway,” through gritted teeth if necessary, “an asset to the team for tasks such as this. So glad you like it!” Now I wonder if he was right. Maybe going in hard and fast is better for managing what can be expected of non-clinical staff? Just shut them down straightaway. A question I would ask someone who thought it was appropriate to ask me to cross that line is this. If I sought clinical care for myself and the clinician providing that care asked me my occupation, would it be appropriate for them to think that because I have a medical secretary background I don’t need the same explanation and care as anyone else? Would it be appropriate for them to think I will understand the care I need without them explaining it? I think most people would agree that that is inappropriate. Who dislikes when they are ill, trying to see their GP but having to explain to the receptionist what their issue is just to get past their gatekeeping? There are so many broken services at the moment and I think so much sadness and soul-tired weariness associated with that. Please don’t ask me to break the service I offer. If I was to pack my business in it would be for this reason alone. The longer I run my business the more I realise that it is not necessarily about being able to work for particular groups of people, it is more about working for individuals who themselves belong to those groups and there is a subtle difference there. I headed this with a picture of my guinea pigs, Chris and Oreo. Oreo, of course, is the black and white one. I chose this picture partly because it feels like a weighty post and who doesn’t like a cute animal picture? Also, Oreo was quite poorly last week and we thought at one point we would have to let the vet put him to sleep, devastating our youngest son. I shuffled some work around (completing it ahead of time) to accommodate taking Oreo to an emergency appointment. Some clients have since checked in to ask how Oreo is doing. Happily he seems to be making an excellent recovery. I kind of expect clients to be accommodating for an emergency with one of my children because you just do. I did not expect it for my pet guinea pig, although I appreciated it and felt valued for what I can offer people rather than compromised for what I cannot . It's about the individuals you work with.

It was an absolute pleasure to be able to explain this in a way that saved a customer a significant amount of money. When charging for transcription we need to be aware that: 1. There are 60 seconds in 1 minute and 1 minute is equal to 60 seconds. 2. There are 60 minutes in 1 hour and 1 hour is equal to 60 minutes. HOWEVER 3. There are 100 pennies in £1. I was asked to quote for transcribing some files. We will say I was told these were 120 minutes, 130 minutes and 150 minutes (400 minutes total). I duly quoted a per audio minute rate in rough terms and awaited the audio files to confirm. When the files arrived and were loaded into my transcription software I found I had files of 79 minutes, 88 minutes and 111 minutes – 278 minutes total. The files were intact with a definite sign-off at the end so I knew they were the complete files. The customer had worked out the charge for the 400 minutes and was happy. However because of this issue of thinking in tens and then thinking in sixes they had interpreted 1 hour 20 minutes as 120 minutes – 1 hour 30 minutes as 130 minutes – 1 hour 50 minutes as 150 minutes – when 1 hour is only equal to 60 minutes not 100 minutes. They were very happy to find their bill would be significantly less than they had expected and happy with having this explained. It is less pleasant to explain this the other way which usually happens when I have transcribed a number of short files and the timesheet works out slightly more than the customer was expecting. This is because a file of say, 4 minutes 30 seconds is equal to a file of 4.5 minutes not 4.3 minutes (30 seconds is half a minute or 0.5 minutes). We convert the minutes to a decimalised figure to be able to charge in £s where £1 is equal to 100p not 60p. I use a spreadsheet that displays file lengths as audio minutes and audio seconds, then displays the decimalised minutes figure in an adjacent column and finally the total cost of the file to help people understand how files are charged for.

We support academic researchers working as a transcription assistant to transcribe recorded interviews and focus groups. This post explains how our transcription service works.