GP receptionists require specialised training and support for carrying out the tasks now expected of them if primary care is to stem the unprecedented numbers leaving the role, a study has said.
Amid growing pressure on GP services, receptionists are increasingly targeted for abuse as they are required to take on clinical tasks, such as prioritising patients for appointments, without receiving proper support, the British Journal of General Practice study published recently has said.
It is not only causing them anxiety and stress but has led to a situation where ‘turnover of reception staff is higher than at any point since records began’.
Despite patient abuse being on the rise since the pandemic, receptionists receive only informal support from colleagues and no training in coping with conflict. ‘This review confirms the pivotal role receptionists play in delivering safe and effective clinical care often without recognition or relevant support,’ researchers said.
Authors said an obvious step to improve GP receptionists’ job satisfaction and retention was developing a structured training programme or professionalisation of the role.
What do you need to do?
- Ensure receptionists receive appropriate training for their role including conflict resolution, personal safety, dealing with challenging behaviour and telephone abuse.
- Carry out regular welfare checks with reception staff.
- Contact your Security Advisory Consultant for guidance.
Source: GP receptionists need more training and support to do clinical triage, finds study – Pulse Today
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For further assistance and support, please contact:
Jonathan Gladwin, Security Advisory Director; or your nominated Anti-Crime Specialist.