Receptionists

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. Patient expectations are getting harder to manage. The desire for an immediate service has spread from the retail and hospitality sectors into public health services too, leading to increased frustration and abuse levelled towards staff whose only aim is to try and help.

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 and staff 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 patients on the complexity of the role, the emotional burden that it brings with it, and encourages them to support our front-of-house staff who are just trying to help. Please view the video in the link below.

Published: May 16, 2025