NHS receptionists have their

GP RECEPTIONISTS are among the most loathed workers in the NHS.

Over the years they have gained a reputation as being “battleaxes”, “Rottweilers” and “dragons” who are an unnecessary barrier between the patient and the doctor.

But if you delve a little deeper, some would argue that these workers are hugely undervalued and should be revered, rather than despised, by the public.

Not only do they deal with frightened, angry and rude patients on a daily basis, it’s also their job to ensure the practice runs as smoothly as possible at a time of unprecedented demand.

Julie Godwin, the team leader on reception at North Cardiff Medical Centre in Thornhill, Cardiff, has worked at the practice for nearly nine years.

The practice, which was given an impressive renovation six years ago after the previous building burned down, has 16,000 registered patients from across Thornhill, Llanishen, Cyncoed, Heath, Lisvane and Birchgrove.

“The phone lines are open at 8am and they don’t really stop until 6pm. We are inundated all the time,” she said.

“If you can give patients what they want they are normally fine with us, but if you can’t then things tend to get a little difficult.

“We never say we can’t give an appointment. We might not be able to give them the appointment they want with the person they want, but we would never turn anyone away.

“Sadly, you just cannot please everyone.”

Just like other surgeries, receptionists are told by GPs to ask patients questions about their illness or ailment before they are given an appointment. But Julie said it is in the interests of patients to provide them with a brief outline of their condition.

“Otherwise they could end up in the wrong appointment, that’s not appropriate for them and it’s wasting the doctor’s time. It’s all for a reason.”

Julie said managing people’s expectations was one of the trickiest parts of the job.

“If something is hot in the news – such as statins, for example – then we get loads of people ringing up to see the GP,” she added.

“Receptionists here have a long-standing joke that when people register, they should do a morning with us to see what it’s like at the other side of the desk.”

The Thornhill resident added that some days they won’t see GPs at all because of how busy they are.

“We know how under pressure they are, and they know the pressures we’re under.

“There’s not much time for socialising or anything like that – it’s full on.”

As patients walk up to the reception desk there are several signs warning of a “zero-tolerance” approach to abusing staff.

“I do feel [abuse of staff] has escalated in the past year,” she added.

“Everything comes past reception, whether it be a phone call or face-toface, so the reputation of the surgery lies with us.”

Nicola Willis started as a receptionist at Portway Surgery in Porthcawl 30 years ago and has worked her way up to office manager.

In the past 12 months it has become the only practice in the seaside town – dealing with 15,000 patients – following the closure of the Victoria Avenue surgery in 2017.

The 55-yearold said she understands why patients get so annoyed and frustrated with receptionists.

“When you are not well it is totally understandable to be stressed when trying to get an appointment,” she said.

“But staff can be put in a very difficult position when they have patients shouting at them. We are trying to do the best job we can.

“Sometimes people like to see a particular doctor every time they come here, but when they are on leave or on an emergency call it’s just not possible. But people see that as our fault.”

She said the job can be souldestroying and upsetting at times, particularly when she goes out of her way to look for alternatives for patients.

“Demand is increasing all the time.