Date published: 1 February 2023
Our latest Humans of Liverpool is a familiar face many may recognise - Paula Horner, Receptionist on the main entrance at Aintree University Hospital.
“I always wanted to work here. I was born here in the old maternity block, which is now Ward 3 – so I think it’s in my blood. I arrived in the world here and I will probably leave here in a box!
“I’m very much a people person. My mum used to say I would smile at everyone from my pram, and if I didn’t there must have been a good reason. From lost property and taxi enquiries, to listening to life stories and on occasions shouting and screaming – no two days on the reception are the same.
“I joined Aintree Hospital as part of the General Office team in 2004. I moved from a job as a receptionist at a high school and initially worked at the Aintree Lodge Hotel. You would meet people from all walks of life. I’d be checking in family members of patients who lived out of the area, or doctors, radiologists, ITU staff and more who were staying in the on-call rooms. Then a role came up for the main reception a year later and I took it.
“I’m often someone’s first port of call, as well as their last. Whatever happens in the middle – the magic of care or the sadness of loss, I am there before and after helping in any way that I can. In a working day I can experience every range of emotion. When they cry, we cry. When they laugh, we laugh. When someone’s down, my first reaction is to have the tissues at the ready and a big hug.
“It’s been so difficult not being able to hug people because of COVID-19, I have a big heart and I have to show it. So, I squeeze the life out of my kids when I get home! It’s been emotional working during the pandemic. Telling relatives that they can’t go up to see their loved ones has broken my heart. In this job you have to be emotionally led – it’s something you are not trained to do, it’s just who you are. We all have our days, especially this last year, but I could never think of any other job. This was made for me.
“Beside the emergency department, here at the reception we are the front face of the hospital. Whoever comes through those doors, I am here to help as best as I can. I always say, if I don’t know something, then I know someone who does. At the Trust we are one big team, one family. There’s nowhere like this.
“I love working on the tower block reception and I love her new look - it’s like having a face lift but it didn’t cost me a penny! It was weird being in the little temporary reception whilst the renovation took place, but it was worth it. The old girl needed a face lift and now she’s stunning.
“I always refer to the hospital as ‘she’. She’s definitely a she – a mother, a carer, has brought life into this world and fights to keep it. When I see her in the morning, it makes me proud to work here.”