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Access to primary care: decision making by GP receptionists
1Faculty of Health and Human Science, University of Hertfordshire, Hatfield, Hertfordshire.
British Journal of Community Nursing
|October 4, 2002
Summary
General practice receptionists play a key role in healthcare access. This study reveals their patient categorization and control strategies, impacting service delivery and highlighting practice implications.
Area of Science:
- Healthcare Management
- Qualitative Research
- Decision-Making Analysis
Background:
- Government strategies aim to improve healthcare access and user service.
- Empirical evidence on healthcare decision-making is growing.
- The decision-making processes of general practice receptionists remain under-explored.
Purpose of the Study:
- To explore the decision-making processes of general practice receptionists.
- To document how receptionists categorize patients.
- To identify control strategies used by receptionists in managing patient access to primary care providers.
Main Methods:
- Qualitative study involving 15 general practice receptionists.
- Data collected from general practices in diverse locations.
- Analysis of receptionist decision-making, patient categorization, and control strategies.
Main Results:
- Receptionists categorize patients based on various factors.
- Specific control strategies are employed to manage patient flow and access.
- These decisions influence patient pathways to general practitioners and nurse practitioners.
Conclusions:
- General practice receptionists significantly influence patient access to primary care.
- Understanding receptionist decision-making is crucial for optimizing healthcare service delivery.
- Implications for practice include enhancing training and support for receptionists.