Introduction
Given the vital role played by receptionists in primary care practice, it is disappointing that Ban et al (in this issue)1 only found 29 papers meeting the inclusion criteria for their systematic review. It seems that the growing importance of receptionists in supporting patients as they navigate the increasingly complex world of general practice has not been matched by the necessary attention to their work by researchers.
The figure of a dragon-like and unsympathetic receptionist primarily focused upon keeping patients out of practices2 remains sadly prevalent,1 despite research going back decades highlighting the complex realities underlying the trope,3 and the experience of practice staff of increasing abuse as they sit on the front line of an access crisis.4 Against this backdrop, Ban et al’s1 review is timely. They found that, despite receptionists operating as key members of the practice team, with the potential for a significant impact on both patient experience and safety,5,6 they continue to operate without adequate recognition or training. They highlight the extent to which reception roles involve clinical decision making, without either training or support for this aspect of their role.
The changing nature of reception work
A recent study exploring the question of access to care in the aftermath of the COVID-19 pandemic supports these findings.7 …
