NHS highlights value of Hampshire GP receptionists

As part of a 12-month public information campaign, NHS Hampshire and Isle of Wight is shining a light on the specialists who work in GP practices.

The campaign highlights how receptionists, often the first point of contact for patients, help direct callers to the most appropriate healthcare professional.

Nichole James, a GP receptionist in Hampshire, said: "I have been working as a receptionist in a GP practice for many years and in most cases I am the first point of contact for our patients.

Nichole has been working as a GP receptionist in Hampshire for more years. (Image: Natasha Jay Photography) "Any information given to me by a patient is dealt with in strict confidence and the more information we are given really helps us direct the patient to the right person.

"I love my job and I really enjoy speaking to patients on a daily basis."

The campaign aims to improve public understanding of the different roles within GP surgeries and how patients can be supported best by a range of healthcare professionals.

Dr Zaid Hirmiz, a Hampshire GP and Deputy Chief Medical Officer at NHS Hampshire and Isle of Wight, said: "GP receptionists do a brilliant job and we value their hard work to ensure that patients can get an appointment as quickly and as easily as possible.

"I would ask patients to be more understanding of their role and understand that receptionists are trained to ensure that each patient is seen by the right healthcare professional to help them.

"It's also helpful to understand that receptionists often have to deal with highly emotional and distressing calls each day.

"On a daily basis our receptionists can deal with anything from distressed and anxious callers, victims of domestic violence, those who have recently been diagnosed with cancer or a bereaved widow wanting to talk to someone.

"So, if you are trying to get through on the phone, please bear in mind who the receptionist may have spoken to in their previous call while you were waiting."

The role of a GP receptionist extends beyond answering the phone.

They also greet patients in person, update records, process repeat prescription requests, answer queries, and handle a range of administrative tasks.

Their work helps practices run smoothly and ensures patients receive the care they need in a timely manner.