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For many Islanders, the Dermatology department is a place they visit at moments when they need clarity, reassurance, or answers about their health. And often, the first person they meet – whether on the phone or at the clinic door – is Kelly Ahearn, the department’s Appointments Clerk. Kelly is one of the many dedicated colleagues ensuring that the patient journey feels smooth, supportive, and human from the very beginning.
Keeping the Department moving
Kelly’s role touches almost every part of the Dermatology pathway.
“On any given day, I could be uploading referrals, booking appointments, answering phone calls, replying to messages or emails, or checking patients in when they arrive,” she explains. “It’s varied, it’s busy, and there’s always something to do.”
Recently, staffing changes have added an extra layer of responsibility. Kelly now plays a key part in ensuring clinics are not only populated but running efficiently. That means understanding each consultant’s schedule, helping new team members settle in, and keeping lines of communication open with consultants and nursing staff.
“It’s important that we’re all connected,” she says. “If we work well together, patients feel it. That’s what matters.”
Supporting Islanders, every day
For Kelly, the heart of the job is simple: making sure patients feel heard.
“We never want anyone to leave or hang up feeling unsure about what happens next,” she says. “Whether it’s making sure an appointment is booked on time, answering a question, or simply being a friendly face at reception – those small touches can make a big difference.”
Dermatology is a busy service with high demand, and Kelly sees first-hand how important clarity and reassurance are. “People often arrive anxious or confused,” she adds. “If I can help them walk away feeling more confident, that means I’ve done my job.”
Joining the Public Service – a new challenge
Before joining the department, Kelly already knew she loved working with people. Her previous role was public-facing, and although she enjoyed it, the unsociable hours made it hard to sustain. She also had experience supporting both children and elderly people, and this sparked her interest in a carebased setting.
“I love a challenge,” she says with a smile. “When this role came up, I hoped my background would be enough – and thankfully it was. I feel very lucky to be part of such an amazing team.”
Growing – professionally and personally
Working on the frontline can be rewarding, but it also requires resilience. Kelly shares that the role has taught her patience and given her a deeper understanding of herself.
“As the first port of call, you sometimes experience people’s frustration before anyone else does,” she says. “It can be challenging. But it’s helped me grow – not just in the role but personally as well.”
She explains that empathy and honesty are at the core of how she handles difficult moments.
“If I’m unsure about something, I’m honest. That honesty helps build trust. People appreciate knowing that you’re doing your best for them, even when something is outside your control.”
Making a difference – one call at a time
One of Kelly’s most significant contributions has been tackling a long waiting list she inherited when she first joined the team.
“It was longer than expected, and I knew we needed to approach it carefully,” she recalls. She contacted patients individually, checked whether appointments were still needed, and helped streamline the list – booking people in or discharging them where appropriate.
“It was a lot of work, but seeing the waiting list reduce has been really satisfying. It’s good to know the effort has helped people be seen sooner”
“It was a lot of work, but seeing the waiting list reduce has been really satisfying. It’s good to know the effort has helped people be seen sooner.”
And sometimes, the impact shows up in more personal ways. Recently, a patient told her she was “wonderful and efficient,” joking that she wasn’t allowed to leave.
“It really made my day,” she admits. “Even small comments like that remind me that what I do matters.”
Facing challenges with compassion
Of course, frontline work isn’t always easy. Kelly acknowledges the emotional demands of being the first person patients speak to.
“People can arrive upset or worried,” she says. “And sometimes we get the frustration before anyone else. But it’s not personal. If I can understand where they’re coming from – even if I can’t solve the issue right away – it makes a difference.”
Her commitment to empathy and professionalism shines through in everything she describes.
What keeps her going
For Kelly, motivation comes from seeing the impact of her hard work – reducing waiting lists, solving problems, hearing positive feedback, and being part of a supportive team.
“There are days when things feel overwhelming,” she says candidly. “But then someone thanks you, or you see something improve because of your efforts, and it lifts your morale. It reminds you why you’re here.”
Thinking of joining the Public Service?
Kelly’s advice is simple: “Go for it. You never really know if something suits you until you try. There will be challenges, but there will also be achievements – and lots of support from people around you. It might surprise you how much you enjoy it.”
