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Related Experiment Videos

GP receptionists: their work and training.

E Hayes

    Health Visitor
    |April 1, 1989
    PubMed
    Summary
    This summary is machine-generated.

    General practice receptionists often provide medical advice without training. They dislike appointment scheduling tasks and desire both initial and ongoing in-service training to improve patient care.

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    Area of Science:

    • Healthcare Administration
    • Primary Care
    • Pharmacy Practice

    Background:

    • General practice receptionists play a crucial role in patient interaction and practice management.
    • The scope of receptionist duties may extend beyond administrative tasks, potentially including patient advice.
    • Adequate training is essential for healthcare staff to perform their roles effectively and safely.

    Purpose of the Study:

    • To investigate the tasks, training, and perceived challenges of general practice receptionists.
    • To identify areas where receptionists provide advice to patients, particularly concerning medication.
    • To assess receptionists' views on their training needs and patient interactions.

    Main Methods:

    • A postal questionnaire was distributed to 90 receptionists in a single health unit.

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  • A usable return rate of 80% was achieved, providing a substantial dataset.
  • The questionnaire covered aspects of receptionists' work, training, and patient interactions.

    • Main Results:

    • Over 50% of receptionists provided advice on medicine matters despite lacking specific training.
    • The most disliked tasks included determining the urgency of home and surgery appointments.
    • Most receptionists felt patients perceived them as helpful and rarely encountered aggressive patients.
    • A significant majority agreed on the need for pre-employment and in-service training.

    Conclusions:

    • General practice receptionists frequently engage in tasks, such as giving medicine advice, for which they are not formally trained.
    • There is a strong consensus among receptionists regarding the necessity for both initial and continuous professional development and training.
    • Addressing training gaps, particularly in medication advice and appointment prioritization, is crucial for enhancing primary care services.