How Can I Help You? Patient feedback report on receptionists’ attitude at Hackney GP practicesDownload (PDF 308KB)
Summary of report content
Healthwatch Hackney analysed their feedback on accessing GP services to look at the role of receptionists. This report is based on feedback from 80 people accessing GP services in Hackney over the period of nine months from November 2019 to July 2020.
60% of the feedback was positive and 33% negative. The report identifies which practices had predominantly positive and those with mainly negative feedback. Issues highlighted by the analysis included receptionists answering the phone inappropriately, insensitive communication in person, inability to display emotional intelligence to deal with difficult encounters, receptionists appearing to give medical advice, and other unprofessional behaviour.
The report contains six recommendations including training, complaints handling and eliciting patient feedback.