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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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Protocol for using mixed methods and process improvement methodologies to explore primary care receptionist work.

Ian Litchfield1, Nicola Gale2, Michael Burrows1

  • 1Institute of Applied Health Research, College of Medical and Dental Sciences, University of Birmingham, Birmingham, UK.

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|November 18, 2016
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Summary
This summary is machine-generated.

This study investigates the crucial role of general practice receptionists in managing an aging population and chronic diseases. Recommendations will be developed to enhance their efficiency, safety, and job satisfaction, ultimately improving patient outcomes.

Keywords:
HEALTH SERVICES ADMINISTRATION & MANAGEMENTPRIMARY CARE

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Area of Science:

  • General Practice
  • Healthcare Management
  • Primary Care

Background:

  • Increasingly aging and multimorbid populations necessitate a shift towards preventive health and chronic disease management.
  • General practice faces growing demands impacting all staff, leading to complex systems and task delegation.
  • Receptionists are vital for surgery function and patient satisfaction but lack formal recognition and training for clinical implications.

Purpose of the Study:

  • To understand the parameters of the receptionist role in general practice.
  • To define the systems and processes within which receptionists operate.
  • To develop recommendations for improving efficiency, safety, and support for receptionists, enhancing job satisfaction and patient outcomes.

Main Methods:

  • Phase 1: Survey receptionists using the Work Design Questionnaire.
  • Phase 2: Utilize iterative focus groups to define receptionist workflows and systems.
  • Phase 3: Formulate recommendations for process improvement and targeted support.

Main Results:

  • The study will provide a detailed understanding of the receptionist role and their operational environment.
  • Key practice processes involving receptionists will be analyzed for efficiency and safety.
  • Areas requiring targeted support for receptionists will be identified.

Conclusions:

  • The research aims to enhance the efficiency and safety of general practice operations.
  • Improving receptionist roles can lead to increased job satisfaction and better patient care.
  • The study will prompt discussion on the clinical role of receptionists and process improvement tools.