01/08/2025
Being a GP Receptionist is more than just answering the phones and checking in patients for appointments. It is a complicated and highly trained role. High demand, which leads to full capacity for appointments and protocols that need to be followed for differing types of appointments, makes many calls complex. Our Receptionists navigate systems to ensure our patients receive the best possible care from the clinician who is most expert in helping them, they are the gateway to our clinical team, local network staff and signpost patients to local services where appropriate, such as minor injuries and local pharmacies. They receive hundreds of calls each day, some routine, some urgent and some deeply emotional. We understand when you are feeling unwell, worried, or wanting answers this can turn to frustration in dealing with complicated NHS systems. Some conversations leave our receptionists in tears, many feeling like they are not doing enough, when they are doing everything they can. Our receptionists are trained, professional and compassionate but they are also human.
You don’t know what happened on the call they just took. Please be kind to our receptionists. Always.
Receptionists are not ‘just admin’ — they are patient advocates, navigating complex systems to get people the care they need. They are the gateway to the cli...
