Understanding the invisible workforce: lessons for general practice from a survey of receptionists

Abstract

Introduction The significance of the role of receptionists during the recent shift to remote triage has been widely recognised and they will have a significant role to play in UK general practice as it continues to cope with a huge increase in demand exacerbated by the COVID-19 pandemic. To maximise their contribution, it is important the social and occupational characteristics of the modern receptionist are understood, alongside their attitudes towards the role and their perceptions of the support and training they receive . Methods We used convenience and cross-sectional sampling to survey the demographic characteristics of receptionists and various aspects of their role and responsibilities. This included the training received, specific tasks performed, job satisfaction, the importance of the role, and their interaction with clinical and non-clinical colleagues. We also captured data on the characteristics of their practice including the number of GPs and location. Results A total of 70 participants completed the survey (16 postal and 54 online responses) of whom the majority were white (97.2%), female (98.6%), and aged 40 and over (56.7%). The majority of the training focussed on customer service (72.9%), telephone (64.3%), and medical administration skills (58.6%). Just over a quarter had received training in basic triage (25.7%). A standard multiple regression model revealed that the strongest predictor of satisfaction was support from practice GPs (β = .65, p <.001) there were also significant positive correlations between satisfaction and appreciation from GPs, r(68) = .609, p < .001. Conclusion This study has provided a much-needed update on the demographics, duties, and job satisfaction of GP receptionists. The need for diversification of the workforce to reflect the range of primary care patients warrants consideration in light of continuing variation in access along lines of gender andethnicity. Training continues to focus on administrative duties not on the clinically relevant aspects of their role such as triage.

Access to first contact physiotherapy appointments in primary care: A scoping review

“…More recently, Litchfield et al. (2022) reported that receptionist roles routinely involve triage, but few receptionists describe receiving training for this. Therefore, signposting is likely to be a central feature of all Reception/patient interactions, not solely related to how patients access FCP.…”

Patient aggression towards receptionists in general practice: a systematic review

“…While this challenge is clearly prevalent across industries, unique circumstances exist for receptionists in general practice related to the emotional labour of empathising with patients’ volunteered accounts of abandonment, grief, loneliness, discomfort and disease-related feelings. These factors are relatively unrecognised in typical reception duties,6 but could put general practice reception staff at increased risk of related adverse psychological impacts 7 36…”

“…While the main duties of general practice receptionists have remained largely unchanged since the role’s inception,1 in recent decades receptionists have been reported to perform tasks that carry clinical, medicolegal and ethical implications. These include triaging patients as they call or arrive, providing ‘emotional management’ in the waiting room, providing first aid, relaying medical reports, and even assisting with certain medical tasks 2 6 7. Despite their significance in the healthcare landscape, role complexity and risks, becoming a receptionist in a general practice requires little formal qualification and the extent of training offered is minimal and typically done ‘on the job’ 2.…”

“…Despite their significance in the healthcare landscape, role complexity and risks, becoming a receptionist in a general practice requires little formal qualification and the extent of training offered is minimal and typically done ‘on the job’ 2. These job characteristics may create a disconnected and relatively voiceless workforce6 which could stifle broad sector development and reform. Clearly, strategies to support general practice receptionists are warranted and justified.…”

Enhancing system empathy within a UK Emergency Department: A feasibility interprofessional priority setting exercise

“…33 Additionally, insofar as interprofessionalism is adopted, it often excludes ancillary staff and managers. 34 This is a mistake because receptionists, 35 36 cleaners, 37 porters, security guards, 38–40 and others can influence patient experience and empathy, 41 42 as well as other system-level changes. 43 Leading managers are important stakeholders for ensuring credibility and acceptability of uptake.…”