Receptionists: The Unsung Heroes of General Practice

At our practice, our reception team does far more than many people realise. They are not “just” admin staff — they are a vital part of the healthcare system, supporting both patients and clinicians in countless ways every single day.

From answering an overwhelming volume of calls and coordinating urgent appointments to supporting patients in crisis and managing sensitive situations calmly and compassionately, our receptionists are often the first point of contact and the frontline of care. They play a crucial role in ensuring patients get the right help at the right time.

However, the pressure they face is increasing, and sadly, so is the level of verbal abuse directed at them. This is having a serious impact — with many skilled, caring team members feeling forced to leave roles they once loved.

We ask you to please remember:

• You may not know what difficult call they’ve just handled.
• You may not see the complex situations they’re still helping to manage behind the scenes.

Next time you speak to one of our team, we kindly ask that you show them the same kindness and respect you’d want for yourself or a loved one. They’re here to help you — and a little patience can go a long way.

Compassion first. Always.
Protecting our team = protecting your care.

Thank you for your understanding, kindness, and continued support.