Meet Emma: The First Friendly Face at Greyholme Dental

There is a reason so many patients in Bishops Cleeve, Cheltenham, and the surrounding area feel at home at Greyholme Dental before they have even sat in the chair. A lot of that comes down to Emma, the practice’s receptionist and the first voice most patients hear when they call. With almost eight years at Greyholme behind her, Emma has shaped a patient experience that is warm, considered, and genuinely personal. We spoke to her about what that looks like in practice, and why she still finds it as rewarding as ever.

A Morning Built Around the Patient

Emma’s day begins well before the first patient arrives. She goes through the day list carefully, not just to confirm appointments, but to understand who is coming in and what they might need.

“It’s getting set up for the patients for the day, checking the day list, seeing who’s coming in, seeing if they’ve got any additional needs or special exceptions that we need to be aware of, such as dental anxiety, or if they’re a little bit nervous, or if they’ve got any kind of other additional needs that they might need to be catered for.”

That attention to detail extends beyond clinical notes. Emma looks for small personal details that can turn an appointment into something that feels a little less like a medical visit.

“Also, to see if they’ve got any holidays that they’ve been on recently, or any things that we can sort of chat to them about, just to make it feel a little less clinical, and a little more friendly and open for everybody coming in, because we understand that we are nobody’s favourite place.”

She is candid about that last point, and unapologetic about it too.

“We don’t take that personally, but we love seeing people come through the door and leave with a smile on their face. So we just try to make that as enjoyable as it possibly can be to be at the dentist.”

What Emma Says to Every Nervous Patient

Anxiety about dental visits is more common than most people realise, and a significant part of Emma’s role is making sure that patients feel safe enough to take that first step. When someone calls Greyholme for the first time, often having put it off for longer than they would like to admit, her message is consistent.

“Please don’t be ashamed. There is no shame, there’s no judgement from us whatsoever. The fact that you picked up the phone to contact us to book in is a massive step in and of itself, and you should be very proud of that achievement.”

Once a nervous patient is through the door, the team has a range of practical measures in place to help them feel settled.

“We will do everything that we can within our power to make sure that your visit feels safe and comfortable and as stress-free as possible. So we offer things like stress pillows, stress balls. You can have a choice of music, or you can bring your own. You can bring somebody with you to accompany you. Anything that you need that we can provide, then please, by all means, we would like you to feel comfortable and safe here.”

Why Children Love Coming to Greyholme

Greyholme sees a lot of families, and Emma has thought carefully about how to make children’s visits genuinely enjoyable rather than just tolerable. She knows that children arrive with their own particular mix of excitement and uncertainty, and the team takes that seriously.

“All the kids that we have here are just so adorable, and they’re so lovely, and they’re so excited, as well, to come in and see us, which is great. Kids obviously have a different viewpoint than adults do when they come in for the dentist. They’re probably more scared, or they’re not really sure what to expect. So being able to make it a fun, enjoyable trip for them, and that they want to come back to, is fantastic.”

Emma has her own signature touch that children have come to look forward to. At the end of every appointment, there is a reward waiting.

“I’ve got a treasure chest filled with little squishy toys. So when they come back from seeing Warren, and he’s given them the gold star or the all clear, they either get a sticker, or they get to choose a little squishy toy from the box, which they love doing, and that definitely helps to bring them back in.”

A Team Worth Coming Back For

It takes a certain kind of workplace culture to keep someone in a role for nearly eight years. Ask Emma why she has stayed, and the answer is immediate.

“I love working here because the people. My teammates are absolutely fantastic. They are wonderful, we get on so well, and there’s no drama or any cattiness or cliques or anything. We just go in, do a great job, and we all sort of support and are there for each other.”

That sense of cohesion is not just good for the team. Patients notice it. There is a settled, unhurried quality to a practice where the staff are genuinely happy to be there, and at Greyholme it comes through from the moment you walk in.

Getting in Touch

Whether you are booking a routine appointment, have a question about a treatment, or simply need to talk through your options, Emma and the team are easy to reach.

“Phone call, giving us a direct call is great, because then you’ll get me or one of my wonderful team. Or, if you are a little bit nervous on the phone, or don’t feel like you can convey what you need to say on the phone, then we’re always available by email. We’ve also got our website that you can put in an enquiry as well.”

Greyholme Dental is based in Bishops Cleeve and serves patients across Cheltenham, Tewkesbury, and the surrounding area. Get in touch with the team to book your next appointment.