Exploring the clincally orientated roles of the GP Receptionist
Research type
Research Study
Full title
The use of process improvement methodologies to equip receptionists for their clinical roles in General Practice.
IRAS ID
223066
Contact name
Michael Burrows
Contact email
Sponsor organisation
University of Birmingham
Duration of Study in the UK
4 years, 0 months, 1 days
Research summary
Given the importance of receptionist role in primary care, it is chronically under-researched. Much of the research evidence available is between 20-40 years old and focuses on discrete aspects of the role of the receptionist rather than a more global understanding of their contribution to the delivery of primary care.
The aim of this research is to explore the roles of the GP receptionist, with emphasis on the clinical roles that the receptionist undertakes. The research has three questions:
• What is the current role of the GP receptionist; specifically what clinically orientated roles do they undertake?
• Can using value stream maps in conjunction with service blueprints provide a greater understanding of the process and influences on receptionists, in the clinically relevant roles?
• In turn can they inform recommendations for process involvement and appropriate support for the receptionist?
To answer these questions to research aims to recruit, primarily, receptionists from GP surgeries in the UK to take part in a series of observations and follow-up interviews. In addition the research will recruit other GP staff (Medical and administrative staff, other than the receptionist and patients from the practice to take part in focus groups; in this way exploring the roles of the receptionist from multiple stakeholder perspectives. Six practices will be recruited, from which receptionists, GPs and patients will themselves be recruited.
In each practice the study is to last 4 weeks, with observations occurring two days a week on various days (to cover fluctuations in the work of the receptionists). Interviews with receptionist (lasting 45mins to 60 minutes) and the focus groups with other GP staff and patients (lasting 30 – 60 minutes) will take place towards the end of the observation period.REC name
West Midlands - Black Country Research Ethics Committee
REC reference
17/WM/0203
Date of REC Opinion
23 Jun 2017
REC opinion
Further Information Favourable Opinion