|Reception Team (f)|
The reception team undertake to keep reception running smoothly. The receptionists deal with a constant stream of telephone calls and enquiries, so please be patient.
The Doctor’s Receptionists role is frequently misunderstood by patients. They are often portrayed as purposefully trying to delay patients’ access to the healthcare they want, or trying to deal with patients problems without having the necessary qualifications or authority.
This is an understandable misconception, as patients can often mistake the short supply of appointments for a receptionists being difficult. Patients also often object to being asked what their health problems are by a receptionist, as they would rather talk to a Doctor or Nurse about it. Doctors like to have an idea of the nature of the illness so they can prioritise the many calls received on a daily basis.
The role of Receptionist in the modern surgery is complex. ‘Receptionist ‘ is actually a poor description of their role. Meeting and greeting patients at the front desk is part of their role, and they are trained in customer service skills for this purpose, however, it’s the tip of the iceberg.
It is probably more appropriate to describe then as members of a Patient Support Team, responsible for dealing with patients request for appointments, test results, patient transport, visits, prescriptions and registrations, not to mention problem solving, handling Doctors and Nurses telephone enquiries, finding out information they need to help patients, and contacting people on their behalf.