why does the Receptionist need to ask what’s wrong with me?

The Reception staff are members of the practice team and it has been agreed that they should ask patients ‘why they need to be seen’. Reception staff are trained to ask certain questions in order to ensure that you receive:

  • The most appropriate medical care
  • From the most appropriate health professional
  • At the most appropriate time

Receptionists are asked to collect brief information from patients:

  • To help doctors prioritise house visits & phone calls
  • To ensure that all patients receive the appropriate level of care
  • To direct patients to see a nurse or other health professional rather than a doctor where appropriate

Reception staff, like all members of the practice team, are bound by confidentiality rules

  • Any information given by you is treated strictly confidentially
  • The practice would take any breach of confidentiality very seriously and deal with accordingly
  • You can ask to speak to a receptionist in private, away from reception
  • However, if you feel an issue is very private and do not wish to say what it is then this will be respected