Research News

GP receptionists could do more to relieve “burden” on patients, study finds

BMJ 2016; 354 doi: https://doi.org/10.1136/bmj.i4491 (Published 16 August 2016) Cite this as: BMJ 2016;354:i4491
  1. Gareth Iacobucci
  1. The BMJ

Receptionists in general practice surgeries could help patients by offering clearer advice and a wider range of options when handling requests over the telephone, a study has found.

Research published in the British Journal of General Practice analysed audio recordings of over 2000 telephone calls between patients and receptionists to examine how patients could be best served.1 It identified a “burden” on some patients to push for effective service when trying to …

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