The reception staff are members of the practice team and it has been agreed by the Drs 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:

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

Within our Primary Care Network we now have new types of clinicians working with us such as pharmacists, paramedics, First Contact Physio’s, Social Prescribers (for example) – so it is important to direct your call to the most appropriate correct person.