Slaying the dragon myth: an ethnographic study of receptionists in UK general practice.

Abstract

BACKGROUND General practice receptionists fulfil an essential role in UK primary care, shaping patient access to health professionals. They are often portrayed as powerful 'gatekeepers'. Existing literature and management initiatives advocate more training to improve their performance and, consequently, the patient experience. AIM To explore the… (More)
DOI: 10.3399/bjgp13X664225

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