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How do receptionists view continuity of care and access in general practice?
Mohammed Alazri1, Phil Heywood, Brenda Leese
1Centre for Research in Primary Care, University of Leeds, Leeds, UK. mhalazri@squ.edu.om
The European Journal of General Practice
|May 31, 2007
Summary
General practice receptionists primarily view continuity of care as a team effort, not longitudinal. Training is needed to emphasize relational continuity for patients in UK and European general practice.
Area of Science:
- General Practice
- Healthcare Management
- Patient Access
Background:
- Continuity of care is a cornerstone of general practice.
- The influence of receptionists on patient continuity has been under-researched.
Purpose of the Study:
- To investigate how general practice receptionists impact patient access and continuity of care.
- To understand receptionist perspectives on factors influencing continuity.
Main Methods:
- A questionnaire survey was distributed to 148 general practice receptionists across 50 practices in Leeds, UK.
- Recruitment occurred via practice managers, contacting all 119 practices in the region.
Main Results:
- Most receptionists (94%) defined continuity as "team continuity."
- A majority (93%) prioritized same-day appointments with any doctor over seeing their usual doctor.
- Organizational factors and advanced access policies influenced appointment availability and continuity.
Conclusions:
- Receptionists predominantly perceive continuity as a collective team function.
- Educational initiatives are recommended to foster an understanding of relational continuity among receptionists.
- Promoting relational continuity is crucial for the future of UK and European general practice.
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