Our receptionists are key to the smooth running of the practice. They are the first point of contact for patients; intermediaries between the doctors and public; and deal with a wide range of questions, problems and emotions every day.
Needing to make an appointment can be distressing and stressful, and our receptionists work to make seeing the right healthcare professional as positive an experience as possible. Unfortunately, due to the high demand upon services in general practice, they cannot always give the patient what they want, or what the patient believes that they need. Patients may also be uneasy with telling a receptionist why they are asking for an appointment.
GP receptionists are trained and instructed by the GPs to direct patients to the most appropriate healthcare professional (GP, nurse, healthcare assistant) so that they are seen by the right person as quickly as possible.
For example, it is not appropriate to use a GP appointment for advice on giving up smoking, and the receptionist will book an appointment with a healthcare assistant. Our nurses are specially trained in long-term conditions such as asthma, hypertension and diabetes, and our receptionists will book a patient to see them for a review.
Improving standards of service is of ongoing importance. We encourage our patients to tell us where we can do better, or what we’re already doing well.