在等待室的熊:重新审视阿伯和索耶对GP接待工作的经典研究,在八个英语通用实践中使用民族学
Catherine Pope1, Annelieke Driessen2, Abi Eccles1
1Nuffield Department of Primary Care Health Sciences, University of Oxford, Oxford, UK.
Sociology of health & illness
|October 13, 2025
概括
一般诊所的接待员仍然管理预约访问,但现在使用数字工具和官僚策略. 看到全科医生 (GP) 的首要障碍已经从接待员转移到复杂的数字访问系统.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 健康和疾病的社会学
- 初级保健管理管理初级保健管理
背景情况:
- 一般诊所的接待员在历史上拥有对预约访问的自由裁量权.
- 目前的医疗保健环境正面临着一场危机,由于多病症增加,劳动力短缺和资金限制,一般实践面临危机.
- 在获得全科医生 (GP) 预约方面存在不可接受的延误是公众关注的重要问题.
研究的目的:
- 在当代英格兰NHS实践中,重新审视一般诊所接待员在管理患者访问全科医生的作用.
- 根据数字化和系统压力,识别接待员管理预约请求的策略的变化.
主要方法:
- 在八个英格兰NHS一般实践中进行了专注的民族学研究.
- 数据收集包括直接观察等待和接待区,采访70名工作人员和74名患者,并检查实践文件.
主要成果:
- 接待员继续充当守门员,但采用新的策略,包括官僚疏远和重定向,来管理预约请求.
- 虽然对接待员的敌意仍然存在,但患者可能会发现自己与接待员结盟,反对系统性障碍.
- 确保GP预约的主要障碍现在是复杂的数字化访问系统,而不是接待员或GP.
结论:
- 接待员的守门角色已经演变,有了新的策略来减轻压力和敌意.
- 一般诊所的"危机"越来越多地以系统和数字障碍为特征,转移了患者丧的位置.
- 了解这些动态对于改善患者获得初级保健服务至关重要.
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