Receptionists at our Practice are an important part of the practice team.
All of our receptionists are trained to be able to signpost you to the right clinician or appropriate service to help you to see the right professional, first time, without adding a delay by seeing your GP first. This is called Care Navigation.
Our reception team members are NOT CLINICAL and have no desire to be so, but have been asked by the Partners to ask each patient requesting an appointment, for a brief description of the problem you feel you need to be seen for. It might help you to know that some staff find this difficult to ask sometimes and so perhaps don’t like asking, as much as you question why they are asking – but they understand the benefit of doing so; to help ensuring you are seen by the most appropriate clinician or service. We hope you would similarly understand and cooperate where possible too.
The reception team answer 100s of calls every day and sometimes don’t even have time to catch their breath between calls and so please be assured once they have asked the question and noted your answer against the appropriate clinician’s appointment they make for you, they move onto the next call. Please also be aware that all staff have confidentiality training when they join the practice and sign a confidentiality agreement to not discuss anything they hear or are told, whilst working at the Practice which also remains in place, should they leave their employment with us.
The Partners have ensured that staff have been trained and given tools, information sheets, secure clinical software to record the information, access to a team of triage clinicians and other protocols to assist them helping you see the correct person or service.
However, we understand that there may be times or reasons why you cannot, or do not wish to divulge this information – it’s also okay to say you do not want to say. You may be standing in a queue and don’t want to be overheard – you could inform the receptionist that it’s personal and she could offer you a more discrete place to discuss the issue, or offer alternative ways of sharing the information which may be acceptable to you. You may want to speak with a clinician rather than a non-medical person and that’s okay too – just let the receptionist know and she could put you on a triage list, which means a clinical person would phone you back and you could have a private conversation about your symptoms and together could agree a course of action.
We are human just like everyone else and should we get it wrong or you feel your requirements are not being addressed, please remember that the staff member is trying to help you, within the options available. Please do not be rude, shout, swear or threaten anyone. if an alternative option is offered to you. If you still feel unhappy with alternatives offered to you. you can ask to speak to the Reception team leader, Assistance Practice Manager or Practice Manager, who will try and resolve the situation or explain the position.
Please be reminded we follow the NHS zero tolerance procedures and any abuse will not be accepted.
Thank you for taking the time to read this.