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What do general practice receptionists think and feel about their work?

M Eisner1, N Britten

  • 1Department of General Practice, United Medical School of Guy's Hospital, University of London.

The British Journal of General Practice : the Journal of the Royal College of General Practitioners
|May 18, 1999
PubMed
Summary

General practice receptionists find their work rewarding but stressful, highlighting the need for better support and understanding from general practitioners (GPs). Improved systems and training are recommended for these vital healthcare team members.

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Area of Science:

  • Primary Care Research
  • Healthcare Management
  • Human Resources in Healthcare

Background:

  • The critical role of general practice receptionists is acknowledged, yet their perspectives remain under-researched.
  • Existing literature highlights the importance and difficulty of the receptionist role in primary care settings.

Purpose of the Study:

  • To investigate the experiences, perceptions, and feelings of general practice receptionists regarding their work.
  • To gather firsthand accounts of job satisfaction and stressors faced by primary care reception staff.

Main Methods:

  • A mixed-methods approach combining questionnaires and semi-structured interviews.
  • Data collected from 150 receptionists via questionnaire and 20 via interviews in Leeds, UK.

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Main Results:

  • Receptionists reported job satisfaction from patient interaction and teamwork but experienced stress from difficult patients, workload, and appointment pressures.
  • Many felt undervalued by general practitioners (GPs) and lacked a sense of overall practice team cohesion.
  • Training experiences were varied, with practice managers playing a key role in staff support and consultation.

Conclusions:

  • General practice reception work is complex, demanding, and requires significant commitment.
  • Recommendations include enhancing appointment systems, clarifying the role of practice managers, and individualizing training.
  • Promoting a greater understanding of receptionists' contributions among GPs and fostering team integration are crucial.