The care work of general practice receptionists

被引:20
|
作者
Neuwelt, Pat M. [1 ]
Kearns, Robin A. [2 ]
Cairns, Isobel R. [1 ]
机构
[1] Univ Auckland, Hlth Syst, Sch Populat Hlth, Private Bag 92019, Auckland 1142, New Zealand
[2] Univ Auckland, Sch Environm, Auckland, New Zealand
关键词
Receptionists; general practice; care; New Zealand;
D O I
10.1071/HC15059
中图分类号
R1 [预防医学、卫生学];
学科分类号
1004 ; 120402 ;
摘要
INTRODUCTION: The care work of general practice receptionists has received limited research attention, despite receptionists position at the beginning of patients' journeys in many health care systems. We examine receptionists' perceptions of their work and the opportunities and constraints they experience in caring for patients while providing administrative support to practices. METHODS: Data were collected in focus group interviews with 32 receptionists from urban and rural general practices in the Auckland and Northland regions of New Zealand. We employed tools from inductive thematic analysis and Straussian grounded theory in interpreting the data. FINDINGS: We found that the way receptionists identified with a caring role strongly challenged the pejorative view of them in public discourse. Receptionists provide care in two key ways: for the practice and for patients. The juggling they do between the demands of the practice and of patients creates considerable work tensions that are often invisible to other staff members. CONCLUSION: Receptionists have a critical role as the first step in the patient care pathway, bridging health care system and community. For general practice to be patient-centred and improve accessibility for the most vulnerable, the care work of receptionists must be considered core.
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页码:122 / 129
页数:8
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