PRACTICE MATTERS  RECEPTION


Liz Price looks at how receptionists can transform the way patients view your practice


G


Ps may complain about bad press – but consider the lot of the medical receptionist. Perhaps no other figure


in healthcare is more unjustly demonised for being rude, obstructionist or even ignorant. In August the press highlighted yet


another study examining how receptionists interacted with patients over the telephone, with the Times declaring: “Abrupt GP receptionists are suspected of filling up A&E”. It was reported that researchers at


Loughborough University found a strong correlation between decreased practice satisfaction scores and patients feeling that their initial telephone requests were unmet: that they were “left hanging” or had to “push” for an alternative solution. The most effective receptionists (receiving high patient satisfaction scores) made alternative offers when the initial request could not be met, and in addition left the patient feeling clear about what would happen next. It should be better recognised that the


role of receptionist is a difficult one. Having to balance patient demand in an environment where free appointments are often scarce, while ensuring that patients feel that their personal needs are being met, and providing options and reassurance (without increasing risk) is not easy. Telephone encounters with patients can be particularly fraught with jeopardy.


CHALLENGE AT BOTH ENDS A significant proportion of patients who telephone a practice are likely to be fearful, worried about their symptoms, concerned that they might not be taken seriously and fully expecting to have to convince the receptionist that they are ill in order to secure an appointment. Ideally, they want


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POSITIVE PATIENT ENCOUNTERS


the receptionist to ask what assistance they require, listen to their request and provide what they are asking for or something very close to this – but they probably expect the opposite.


On the other end, the receptionist may: • have very few options available in terms of appointments or clinician availability


•


fully expect that when they listen to what the patient wants they will be unable to satisfy those needs


• have just rung off from another difficult call where a patient expressed their dissatisfaction


• be aware that other patients are trying to get through on the phone – or indeed tapping their foot at the reception desk – meaning time pressure to get off the phone as quickly as possible. This can of course leave the patient feeling they have been dealt with abruptly.


Depending on the time of day, the receptionist’s ability to easily and positively


deal with a patient request may be even more diminished. Reduced patient satisfaction or even


formal patient complaints are not the only risks when practice access systems fail. MDDUS has dealt with cases where a receptionist’s action or inaction has led to allegations of clinical negligence. These usually involve receptionists being unable to offer timely appointments or being unable or unwilling to access advice from a clinician even when the patient is persistent. Receptionists who are not adequately


supported by the clinical team may end up being drawn into giving advice to patients or indeed turning patients away who should have been seen by a doctor. This can lead to delayed examination, investigations or diagnosis and a subsequent claim against the practice.


SOLVING THE PROBLEM The best way to achieve increased patient satisfaction and reduce the risk of a claim related to clinician access is via a team approach. This requires good leadership,


AUTUMN 2016  ISSUE 15


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