Scarlett Kiernan

Scarlett was introduced as an applicant for the receptionist position that opens up at Sutton Vale following the departure of Rosie Colton (Janice Connolly). On the way into the interview, Scarlett tells her friend that she is uninterested in the job, which she affirms whilst in the interview. Zara Carmichael (Elisabeth Dermot Walsh) is shocked by her honesty, especially when Scarlett states that she is merely applying for the money and is not intrigued by anything within the job role. Also at the interview is Jayne Gregory (Toni Midlane), Scarlett's supervisor from when the pair worked at a clothing store together. Simon Timblick of What to Watch wrote that she does not like Jayne.[1] Business manager Bear Sylvester (Dex Lee) feels that despite her attitude, Scarlett has potential and could learn the job quickly, hiring her for the role. She informs fellow receptionist Valerie Pitman (Sarah Moyle) that she has never worked at a doctor's surgery before, making her realise that she is "going to have her work cut out for her training Scarlett".[8] Scarlett is distracted from her training due to witnessing the chaos of the other staff members, including Princess Buchanan (Laura White) flirting with staff, Ruhma Carter (Bharti Patel) oversharing about her traumas and Al Haskey (Ian Midlane) and Emma Reid (Dido Miles) talking like pirates.[8]

Scarlett receives more training from other receptionist Karen Hollins (Jan Pearson), who teaches her about the computer booking system. However, when Karen goes to the toilet, Scarlett accidentally sends a patient through to Daniel Granger (Matthew Chambers) while he is talking to a previous patient, as well as annoying a patient on the phone. Despite her mistakes, Scarlett is unbothered and gives Karen and Daniel attitude.[9] Afterwards, she accidentally gives a patient the wrong prescription and is reprimanded by Zara. She is then called in for a meeting with Bear, where she snaps due to feeling like she has been overly critiqued whilst not getting enough support with the job. She quits, believing that her father, Brian (Simon Lowe), is receiving a promotion. Scarlett then makes a derogatory post on social media about how bad the Mill Health Centre and their staff are. She later learns that Brian has been made redundant and deletes the post, realising she needs her job back.[10] She later returns to the Mill on a trial period after apologising for her attitude, with Bear admitting that she should have been trained properly by the staff. Karen initially does not welcome Scarlett back into the team and makes her cry, which leads to Scarlett opening up about her needing the job. As they begin to get along, her post about the Mill is found and shared around the team, with her username hidden, leaving the staff wondering who posted it.[11]

Laura White portrayed fellow newcomer Princess Buchanan, who blackmails Scarlett.

Scarlett is shown to struggle with her new job as a receptionist at the beginning of her tenure. When the leader of the clinical commissioning group visits Sutton Vale, Scarlett argues with "very demanding" patient Denise Willoughby (Susie Fairfax), as well as panicking at someone's pet spider disappearing in the surgery.[12] Princess Buchanan (Laura White) is intrigued when she overhears Scarlett's interest in learning about the vulnerable patient assessment scheme (VPAS). Emma explains that Scarlett is attempting to seem keen to keep her job, since she is still on probation. Princess then "targets" Scarlett by pretending to be nice to her and suggesting a scheme in which it seems that she is doing more work than she really is. It is later revealed that Princess has a screenshot of Scarlett's derogatory post about the Mill. Timblick suggested that Scarlett is making a "big mistake" by trusting her.[13] Scarlett is faced with more trouble when another of her former colleagues, Gemma Porter (Abii Strudwicke) interacts with her at the surgery. Gemma is diagnosed with a sexually transmitted infection (STI) by Sid Vere (Ashley Rice), and since she had sex with someone other than her boyfriend, Gemma becomes paranoid that Scarlett will find out and tell her boyfriend, Matt Hawthorn (James Mateo-Salt). Gemma tries to blackmail Scarlett into checking Matt's medical records to see if he also has an STI, but she refuses, so Gemma tells Sid that she checked her own medical file, which "could get her sacked".[14] Sid does not believe her and defends Scarlett, to her surprise.[14]

As Scarlett's trial period at the Mill ends, she is worried that she will be fired and feels as though she is "walking on eggshells".[15] However, to her surprise, Bear informs her that her trial is over and that she has been hired as a permanent member of staff. Al leaves Scarlett to care for Chloe Webber (Jennifer Barron), which, "through no fault of her own", she struggles with due to having no experience or training for care.[16] Princess then adds to Scarlett's strains later that day by trying to manipulate her into competing paperwork for her, so that she can go out with her friends in the evening. Scarlett refuses to help her in what was described as "tense scenes" by the Metro's Chris Hallam.[16] The pair clash once again when Scarlett threatens to report Princess for being unprofessional, which results in Princess blackmailing Scarlett with the screenshot of her online post about the Mill. Despite feeling as though she has no choice, she spills lemonade over Princess' outfit and Timblick remarked that Princess should not mess with Scarlett.[17]

In September 2022, the series began a long-running financial troubles arc for Scarlett to show the effects of the cost of living crisis in the UK at the time. With her father still unable to work and her income supporting their household, the storyline sees Scarlett get several other jobs alongside her full-time work at the Mill in desperate attempts to keep their household afloat.[18] To enhance the realism of the plot, Pegg was not allowed to wear new costumes throughout the filming period of the storyline.[19] Pegg felt privileged to be given a topical and relevant storyline that millions, including herself, across the country could relate to. She felt a pressure to portray the financial hardships accurately, but due to coming from a working class background herself, she felt proud of her portrayal after the storyline had aired.[5] The storyline sees Scarlett become "run ragged" from working several jobs, visiting a food bank, trying to hide her struggles from everybody and stealing resources from the Mill.[4]

The storyline sees Scarlett and her father visit a food bank.

The storyline climaxed in February 2023 when she collapses from exhaustion at work.[4] She is eventually taken in by Karen to temporarily live with her and husband Rob (Chris Walker), while her father moves away to live with her aunt. Pegg noted that her character is not an easy houseguest but that she was trying to be gracious and polite, something that she felt was "out of character" for Scarlett.[4] Pegg also enjoyed being able to interact with Walker in their scenes, since their characters had not interacted much prior. She also enjoyed the dynamic between Scarlett and Karen, who she described as a "sweet surrogate mother" to Scarlett.[4] Pegg felt that their onscreen dynamic works well due to the characters being similar.[4] Scarlett is distraught when Karen dies and Pegg found the atmosphere on set different after Pearson's departure.[20]

When Scarlett begins to have more money, Pegg made a conscious effort to portray a "marked change" in Scarlett.[4] She wanted to show that she is not tired, cold or hungry anymore and so Scarlett shouts less and has less angst, although her "natural sulk" does not go away.[4] She also hinted at Scarlett finding romance and acting her age after the several months of struggling with money and caring for her father. She admitted that Scarlett is "hard to flirt with" in her first date with a character, but that "there is definitely something on the horizon".[4] She was excited for the younger side of Scarlett to be shown, and although she enjoyed the hard-hitting and dramatic scenes, she looked forward to the sillier scenes.[4] Her love interest was revealed to be Ollie Millar (Isaac Benn). The pair meet when Scarlett begins living with his mother, colleague Kirsty Millar (Kiruna Stamell), after Karen's death.[21]

In September 2023, Scarlett became the centre of another issue-led storyline. Frankie Sharp (Andrea Mason) arrives at the Mill as an angry patient that needs her repeat prescription renewed, but due to a lack of appointments for a doctor to review it, Kirsty informs her she may have to wait two weeks. An unhappy Frankie returns during evening surgery and takes out her anger on Scarlett. She refuses to leave until she is seen by Al and she soon tries to attack Scarlett in a "shock event".[22] Frankie was introduced to Doctors as part of a topical plot for Scarlett's development and was inspired by real-life news stories about the violence healthcare workers face. The storyline sees all of the Mill colleagues raise questions about the staff's welfare and how they can protect the staff from further aggressive behaviour.[20]

Scarlett returns to work the day after the event, which concerns her co-workers since they believe that she has returned too soon. Pegg confirmed that Scarlett is struggling with it but is internalising and refuses to talk about it as a defence mechanism.[20] Pegg appreciated the storyline since the negative event had given Scarlett character development. She becomes more mature and gets better at her job, as well the receptionists "coming together as a team" to support Scarlett.[20] Pegg added that Scarlett would "quietly more passionate about her job", as well as more romantic plots and learning to drive with Rob.[20]