The care work of general practice receptionists.

Area of Science:

• Primary Care Research
• Sociology of Health
• Health Services Management

Background:

• General practice receptionists are positioned at the crucial first point of contact for patients.
• The care work and experiences of these receptionists remain under-researched.
• Limited attention has been given to their dual role in patient care and administrative support.

Purpose of the Study:

• To explore general practice receptionists' perceptions of their work.
• To identify opportunities and constraints faced by receptionists in their caring roles.
• To understand how receptionists balance patient care with administrative duties.

Main Methods:

• Focus group interviews were conducted with 32 receptionists from urban and rural general practices in New Zealand.
• Data analysis utilized inductive thematic analysis and Straussian grounded theory.
• The study focused on receptionists' experiences in the Auckland and Northland regions.

Main Results:

• Receptionists strongly identify with a caring role, challenging negative public perceptions.
• Care is provided both to the general practice (the organization) and to patients.
• Balancing practice demands and patient needs creates significant, often invisible, work tensions.

Conclusions:

• Receptionists are integral to the patient care pathway, acting as a link between the community and the healthcare system.
• Recognizing receptionists' care work as core is essential for patient-centered general practice.
• This recognition is vital for improving accessibility, particularly for vulnerable populations.