The future role of receptionists in primary care

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Dr Litchfield and colleagues have raised an important question for GPs. Good reception staff and processes are essential for good primary care.¹ It is interesting to note, however, that they don’t mention receptionists’ views on their role.² Reception staff continue to be faced with similar challenges now when compared with research from the 1980s, despite the huge changes that have occurred in the way primary care is organised. Their view is of advocacy: helping patients to navigate the system.

As an educator I would suggest we need a reception curriculum-equivalent that recognises the receptionists’ triage and clinical roles, and takes into account their learning needs, rather than just implementing changes and ideas. At the coal face in general practice, receptionist learning is being driven by organisations such as the Care Quality Commission, which has clear views on the training they require but that is not always consistent with receptionists’ views. It is my view it is time we recognised, appreciated, and supported our reception teams.

• © British Journal of General Practice 2018