Violence at work: the experience of general practice receptionists

Area of Science:

• Healthcare Management
• Occupational Health
• Patient-Provider Relations

Background:

• General Practitioner (GP) receptionists serve as crucial interfaces between patients and healthcare providers.
• Limited research exists on the prevalence and nature of workplace violence directed at GP receptionists.
• Patient-practitioner conflicts frequently involve receptionists as intermediaries.

Purpose of the Study:

• To quantify the extent of violence experienced by GP receptionists.
• To categorize the types, frequency, and impact of aggression in two Irish health board areas.
• To assess existing practice policies and educational provisions for managing workplace violence.

Main Methods:

• A postal questionnaire was developed, piloted, and distributed to 400 randomly selected GP receptionists.
• The study targeted receptionists within the former Northern Area Health Board and Western Health Board in Ireland.
• Data collected included experiences of violence, abuse, threats, perpetrator identification, and practice-level policies and training.

Main Results:

• 62% of receptionists reported experiencing violence, with 99% facing verbal abuse and 31% experiencing threats of physical abuse.
• Patients were the perpetrators in 98% of violent incidents.
• Only 28% of practices had a violence management policy, and just 13% provided relevant education to staff.

Conclusions:

• Violence is a significant and pervasive issue for GP receptionists in Ireland.
• Aggression is a frequent occurrence during the workday for reception staff.
• Enhanced education, further research, and robust practice policies are essential to address this problem and improve healthcare quality.