The future role of receptionists in primary care

Litchfield, Ian; Gale, Nicola; Burrows, Michael T.; Greenfield, Sheila

doi:10.3399/bjgp17x693401

Cited by 21 publications

(24 citation statements)

References 11 publications

(13 reference statements)

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“…In addition, the reorganisation of primary care services to compensate for the worsening shortage of GPs could and should be depicted in a more positive light. Various initiatives have been introduced in recent years to extend the scope of practice of other professions including community pharmacists, nurse practitioners, and physician assistants21 – 24 to take on various roles traditionally performed by GPs, as well as training receptionists in extended roles such as care navigators 25. The evidence base on this new skill mix is relatively sparse but positive in relation to patient satisfaction, safety, and outcomes 21 – 25…”

Section: Discussionmentioning

confidence: 99%

General practice in UK newspapers: an empirical analysis of over 400 articles

Barry

Greenhalgh

2019

Br J Gen Pract

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BackgroundIn the context of the biggest GP workforce crisis since the NHS began, the alleged negative portrayal of UK general practice in the media is often cited as a reason for falling recruitment.AimTo explore how general practice and GPs are depicted in UK national newspapers.Design and settingA thematic analysis of all newspaper articles mentioning GPs or general practice published in the UK from late October 2016 to early October 2017 was undertaken, along with a sample of articles on hospital medicine.MethodArticles were identified through the LexisNexis® Academic UK search engine; relevant titles were tabulated and data extracted. A preliminary coding scheme was developed through discussion and used to categorise data; additional codes and categories were added iteratively as the analysis progressed.ResultsIn total, 403 articles on general practice or GPs were identified, and 100 on hospital specialists or specialties were sampled. Articles depicted UK general practice as a service in crisis, with low morale and high burnout, and leaving gaps in patient care. The traditional family doctor service was depicted as rapidly eroding through privatisation and fragmentation, with GPs portrayed as responsible for the crisis and the resulting negative impact on quality of care. Hospital specialties were also illustrated as under pressure, but this crisis was depicted as being the fault of the government. GP leaders interviewed in the press were usually defending their specialty; hospital doctors were usually sharing their expertise.ConclusionNewspaper portrayals of general practice are currently very negative. Efforts to influence the media to provide a more balanced perspective of general practice should continue.

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Section: Discussionmentioning

confidence: 99%

General practice in UK newspapers: an empirical analysis of over 400 articles

Barry

Greenhalgh

2019

Br J Gen Pract

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“…When introducing a new initiative to an organisation, there is a need to ensure communication, clear vision, and strong leadership, 9 while integrating changes within existing routines. 11 , 27 Therefore, it is important to recognise the potential of all primary care team members, 20 and receptionists are crucial to the introduction of any new appointments system. Although this might seem an obvious move, the study practices, on the whole, did not do this.…”

Section: Discussionmentioning

confidence: 99%

“… 19 With the growing complexity of general practice the role of the receptionist is evolving, and often their role is undervalued by patients and GPs. 20 …”

Section: Introductionmentioning

confidence: 99%

Receptionists’ role in new approaches to consultations in primary care: a focused ethnographic study

et al. 2018

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BackgroundThe receptionist is pivotal to the smooth running of general practice in the UK, communicating with patients and booking appointments.AimThe authors aimed to explore the role of the receptionist in the implementation of new approaches to consultations in primary care.Design and settingThe authors conducted a team-based focused ethnography. Three researchers observed eight general practices across England and Scotland between June 2015 and May 2016.MethodInterviews were conducted with 39 patients and 45 staff in the practices, all of which had adopted one or more methods (telephone, email, e-consultation, or internet video) for providing an alternative to face-to-face consultation.ResultsReceptionists have a key role in facilitating patient awareness regarding new approaches to consultations in primary care, while at the same time ensuring that patients receive a consultation appropriate to their needs. In this study, receptionists’ involvement in implementation and planning for the introduction of alternative approaches to face-to-face consultations was minimal, despite the expectation that they would be involved in delivery.ConclusionA shared understanding within practices of the potential difficulties and extra work that might ensue for reception staff was lacking. This might contribute to the low uptake by patients of potentially important innovations in service delivery. Involvement of the wider practice team in planning and piloting changes, supporting team members through service reconfiguration, and providing an opportunity to discuss and contribute to modifications of any new system would ensure that reception staff are suitably prepared to support the introduction of a new approach to consultations.

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“…Interpersonal factors describe the relationships and networks developed by individuals with their peers and co-workers. In modern primary care this involves clinicians working alongside non-clinical staff who provide both administrative support and perform key patient facing roles (Litchfield et al, 2017). The importance and range of these networks to patient safety were manifest in two key domains; communication and team ethos.…”

Section: Interpersonalmentioning

confidence: 99%

From policy to patient: Using a socio-ecological framework to explore the factors influencing safe practice in UK primary care

Litchfield

Perryman

Avery

et al. 2021

Social Science & Medicine

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Where a licence is displayed above, please note the terms and conditions of the licence govern your use of this document.When citing, please reference the published version. Take down policyWhile the University of Birmingham exercises care and attention in making items available there are rare occasions when an item has been uploaded in error or has been deemed to be commercially or otherwise sensitive.

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The future role of receptionists in primary care

Cited by 21 publications

References 11 publications

General practice in UK newspapers: an empirical analysis of over 400 articles

General practice in UK newspapers: an empirical analysis of over 400 articles

Receptionists’ role in new approaches to consultations in primary care: a focused ethnographic study

From policy to patient: Using a socio-ecological framework to explore the factors influencing safe practice in UK primary care

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