What do general practice receptionists think and feel about their work?

Background. Although there is some published work acknowledging that the ge neral practice receptionist's role is both important and difficult, recepti onists' own views have rarely been sought. Aim. To explore general practice receptionists' ideas and feelings about th eir work. Method A questionnaire was distributed to all 150 receptionists in a repres entative sample of 26 practices in the area covered by Leeds family health services authority. Semi-structured interviews were conducted with a repres entative group of 20 receptionists selected from the questionnaire sample. Results. All responders were women, 60% were over 40 years old, and about h alf had been in the post for more than five years; four-fifths worked part- time. They had chosen the job because it dovetailed with the rest of their lives. Responders derived satisfaction from helping patients, meeting peopl e, having good relationships with colleagues, and doing varied work. Source s of stress included difficult patients, work pressure, problems finding ap pointments for patients, and feeling caught between doctors' and patients' demands. Responders' experiences and views of training were diverse. Practi ce managers were important in making them feel consulted and supported. All had a sense of teamwork with colleagues, but many did not perceive the who le practice as a team. Many felt doctors failed to appreciate the pressure and complexity of their work. Conclusions. Receptionists' work is complex, demanding and intense, involvi ng a high level of commitment to patients, colleagues, and the practice. Re commendations include improved appointment systems, a positive role for pra ctice managers in relation to reception staff, and individual planning of r eceptionists' training. Effective teamwork among receptionists should be re cognized and developed. General practitioners (GPs) are recommended to deve lop a greater understanding of receptionists' work.