The role of reception is changing
The role of GP Receptionist has changed dramatically in recent years, they play a key part in helping patients get the right care, by the right healthcare professional at the right time. Now more commonly known in GP surgeries as Care Navigators, Care Co-ordinators, or Patient Advisors, receptionists have a much wider role than just answering phones and making appointments.

The NHS is under pressure
There are currently unprecedented pressures across all health services within the NHS. This is leading to huge levels of demand for GP services. Sometimes, seeing a GP isn't the best option for the patient. In fact, studies show that 25-40¢ of consultations with a GP are unnecessary. Some patients may receive more appropriate care and advice more quickly elsewhere - for example, a physiotherapist for back pain, or a nurse for a skin rash, a pharmacist for medication advice - freeing up the GPs time for those who really need it.

This is where receptionists come in. They receive comprehensive training and their role is to actively listen, to signpost people to sources of help, advocacy and support, and to help people play an active role in managing their own health.

Receptionists are a vital part of your care
There is a misunderstanding that receptionists are being nosey when they ask for information from a patient, or that they are trying to gatekeep appointments. This isn't the case at all. By asking a number of specific questions from the patient they are able to make sure that they book them an appointment with the most appropriate healthcare professional, or if its more suitable, signpost them to other services in the area. They will still book an appointment with a GP if the patient feels they need it but the patient may have to wait longer for this.

Receptionists are an integral part of the practice team, they work really hard to ensure patients get seen by the right healthcare professional. The information you give them will ensure you get the right care, in the right way, by the right person.

All staff operate to strict guidelines and work under clinical supervision, which means you can trust them to treat all information given confidentially.