Recent findings from the GP Patient Survey, as reported by the regional press in Yorkshire, have highlighted several GP surgeries in the Leeds area where patients felt reception teams were less helpful than expected.

But while it's important to listen to patient feedback, it's equally vital to understand the immense pressure GP receptionists face daily—and to advocate for the support they need to thrive.

The Reality Behind the Desk

Receptionists are usually the first point of contact in a GP practice. They juggle appointment bookings, urgent queries, repeat prescriptions, and increasingly complex administrative tasks—all while managing patient expectations and emotions. Many work in environments stretched by staff shortages, limited funding, and rising demand for services.

It’s easy to forget that these professionals are not medically trained, yet they are expected to triage calls, handle sensitive information, and de-escalate frustration—all without the tools or training that frontline healthcare workers typically receive.

Why Training Matters

To better equip receptionists for these challenges, effective communication training is essential. Here at Thornfields we’re a stand-out provider of expert training in this field, which offers tailored courses in the following (click the hyperlinks to learn in more detail about what the course offers):

• Conflict resolution and de-escalation
• Empathetic listening and patient engagement
• Managing difficult conversations
• Time and stress management

These skills not only improve patient interactions but also boost morale and confidence among reception staff—leading to better outcomes for everyone involved.

A Call for Compassion and Investment

Rather than criticising reception teams, we should be asking: What support do they need to succeed? Investing in training, technology, and staffing can transform patient experiences and reduce burnout among receptionists.

Let’s shift the narrative. GP receptionists aren’t gatekeepers—they’re guardians of access, doing their best in a system that often asks too much with too little.