Practice managers have launched a campaign to protect the wellbeing of GP receptionists that asks patients to be more understanding of their role and the fact they have to deal with highly emotional and distressing calls.
The Institute of General Practice Management (IGPM) unveiled it’s campaign called, ‘You don’t know what happened on the call they just took…’ this week. It coincides with National Receptionists Day which is today (May 14).
The move follows a recent survey revealing that 80% of IGPM respondents said their reception teams suffered abuse on the telephone on a daily basis, with the majority reporting that abuse takes place numerous times a day. A total of 432 IGPM members took part in the poll.
The IGPM said its aim is to educate patients on the complexity of the receptionists’ role and the emotional burden that it carries, while also encouraging the public to be more supportive of them as they try to arrange help.
It has released a campaign video that shows the range of issues receptionists deal with from frightened and anxious callers, such as someone injured as a result of domestic violence and trying to book an appointment without their partner discovering; a patient recently diagnosed with cancer and requiring support; and a bereaved widow wanting to talk to someone. These calls are followed by another from a patient who is rude and abrasive and wondering why it’s taken so long for them to get through on the phone.
The IGPM said 90% of contacts with the NHS happen every day in general practice, all starting with communication with the GP reception team who regularly hear ‘things that will break most people’s hearts.’
Their job requires giving people time to tell their story and arrange the help required, it added.
Kay Keane, IGPM chair and practice manager at Urban Village Medical Centre said receptionists are the ‘unsung heroes of practices and primary care networks’.
She added: ‘Receptionists are not just admin’ staff – they are patient advocates, navigating complex systems to get people the care they need. They are the gateway to the clinical team, and without them, there is no access.’
However, she warned: ‘Constant abuse is pushing them to breaking point. Burnout is rising, and we are losing skilled staff who can no longer absorb the emotional toll. This campaign is a call for compassion – because protecting our reception teams protects access to care.’
Robyn Clark, managing partner and IGPM director said often front-of-house teams feel the pressure of increasing patient demand more than other staff.
‘Patient expectations are getting harder to manage,’ she said. ‘The desire of an immediate service has spread from the retail and hospitality sectors into health services too, leading to increased frustration and abuse levelled towards staff whose only aim is to try and help.
‘Sadly, too often they are met with hostility and vitriol from patients who don’t understand the integral, but difficult role they perform.’
Campaign materials, including the video, posters, email footers, and flyers, can be accessed by practices wanting to raise awareness about its key messages among patients and to help tackle abuse. They should email [email protected] for more information.
