09/07/2025
Polite Reminder to Patients
Our Care Navigation Team are doing their best to give patients the care and service they need. This is a challenging role and kindness and understanding from our patients would be greatly appreciated.
The IGPM (Institute of General Practice Management) have launched a new public campaign – Outlining how the telephone calls the Care Navigators take can impact on their mental health and wellbeing
Receptionists/Care Navigators are not ‘just admin’ — 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. But 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. We have launched a campaign today as a call for compassion — because protecting our reception teams protects access to care.
Robyn Clark, Managing Partner and IGPM Director said “General Practice is busier than ever. Staff at all levels are feeling the pressure, but often none more so than our front-of-house teams.
90% of contacts with the NHS happen every day in General Practice, and that all starts by speaking to the GP Reception Team. These staff hear things that will break most people’s hearts. They hear them every day. The emotional weight of patient stories is very heavy. But they are doing their best to help people in need, to give them the time to tell their story and arrange the help required. Sadly, too often they are met with hostility and vitriol from patients who don’t understand the integral, but difficult role they perform.
This campaign aims to educate and encourage Patients to support our front-of-house staff who are just trying to help.
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...
