Audit in general practice by a receptionist: a feasibility study.

Area of Science:

• Healthcare Management
• Primary Care Practice Improvement
• Medical Auditing

Background:

• Traditional practice audits often require dedicated resources.
• Exploring alternative roles within a practice can optimize efficiency.
• Receptionists possess potential for expanded responsibilities in healthcare settings.

Purpose of the Study:

• To evaluate the cost-effectiveness of a receptionist performing practice audits.
• To assess the feasibility of delegating audit tasks to non-clinical staff.
• To determine if a receptionist can successfully collect, analyze, and present practice performance data.

Main Methods:

• A six-doctor practice in South London developed audit goals for various care aspects.
• Forms were created for a receptionist to collect and analyze data on goal attainment.
• The receptionist's ability to present data and time spent on audits were the main outcome measures.

Main Results:

• The receptionist successfully audited immunisation, cervical smears, blood pressure, smoking habits, elderly screening, diabetic care, mental illness care, antenatal care, workload, and appointment availability.
• Auditing these tasks required only four hours per week.
• The receptionist reported increased job satisfaction and skill development, with minimal supervision needed.

Conclusions:

• A receptionist can effectively and cost-efficiently conduct practice audits.
• The developed method demonstrates significant potential for expanding the receptionist's role in primary care.
• Delegating audit tasks to receptionists can improve practice efficiency and staff engagement.