90% of contacts with the NHS happen every day in general practice, and that all starts by speaking to the GP Reception Team. These staff hear things that will break most people’s hearts. They hear them every day. The emotional weight of patient stories is very heavy. But they are doing their best to help people in need, to give them the time to tell their story and arrange the help required. Sadly, too often they are met with hostility and vitriol from patients who don’t understand the integral, but difficult role they perform.
This campaign aims to educate patients on the complexity of the role, the emotional burden that it brings with it, and encourages them to support our front-of-house staff who are just trying to help.