GP receptionists are trained to listen and will ask you questions about your symptoms to ensure that you are booked in to see the expert healthcare professional who will provide you with the care you need.
A receptionist can book an appointment with one of the many specialists that now work in a GP practice. This may be a GP, a nurse, a pharmacist or a dietician to name a few. This means that patients will see the right healthcare professional, first time, allowing them to get the care they need quicker.
Receptionist staff work closely with GPs and are trained to ask questions to understand a patient’s needs. Any information that is shared with a receptionist is treated in complete confidence.
In March 2024, NHS Hampshire and Isle of Wight launched the ‘It Takes a Team’ public information campaign to highlight the different specialists working within GP practices. The 12-month campaign will throw a spotlight on a different specialist role each month and will feature people working within those roles in our local practices. This month we are focussing on GP receptionists.
Nichole James, a GP receptionist at a practice in Hampshire said: “I have been working as a receptionist in a GP practice for many years and in most cases I am the first point of contact for our patients.
“Any information given to me by a patient is dealt with in strict confidence and the more information we are given really helps us direct the patient to the right person.
“I love my job and I really enjoy speaking to patients on a daily basis.”
Dr Zaid Hirmiz, a Hampshire GP and Deputy Chief Medical Officer at NHS Hampshire and Isle of Wight said: “GP receptionists do a brilliant job and we value their hard work to ensure that patients can get an appointment as quickly and as easily as possible. I would ask patients to be more understanding of their role and understand that receptionists are trained to ensure that each patient is seen by the right healthcare professional to help them.
It's also helpful to understand that receptionists often have to deal with highly emotional and distressing calls each day.
“On a daily basis our receptionists can deal with anything from distressed and anxious callers, victims of domestic violence, those who have recently been diagnosed with cancer or a bereaved widow wanting to talk to someone. So, if you are trying to get through on the phone, please bear in mind who the receptionist may have spoken to in their previous call while you were waiting.”
A receptionist’s role isn’t just about answering the phones, they also:
- Work closely with GPs and other healthcare professionals within the practice
- Meet and greet patients face to face at the practice and direct them to the right place
- Update patient records
- Help process repeat prescription requests
- Answer queries
- Carry out general admin tasks.
Generally, a GP receptionist’s day is filled with patient interactions, administrative tasks, and work to ensure that their practice runs smoothly, and patients receive the care they need.
Further information about the campaign and the specialist roles working in our local practices can be found here: It Takes A Team