In this week’s episode, brought to you in partnership with Practice Index, we welcome back Robyn Clark and introduce new guest Tracey Clarke to discuss the vital role of reception teams in general practice. They explore efforts to better support these teams, including the launch of a new campaign video, and highlight the importance of safeguarding staff wellbeing. The episode calls for action against patient aggression, the need to stand up for colleagues, and greater recognition of the crucial part receptionists play in patient care. It also touches on training opportunities, such as e-learning and masterclasses, to help reception staff thrive and innovate. Useful resources, including Zero Tolerance policies, Dealing with Abusive Patients policies, and more, can be found in the Practice Index Hub.

Introduction (00:08)

What has IGPM been up to? (00:51)

Influencing the 10 year plan.. (03:30)

The new campaign (05:32)

80% of receptionists suffer abuse every day.. (08:49)

Where should the support come from? (11:18)

Zero tolerance (14:53)

How has the receptionist role changed? (16:36)

Response to the new campaign (19:48)

How do practices get involved? (23:15)

Visit the Practice Index hub here.

View Practice Index’s bespoke, engaging courses here.

Access the ‘Receptionists in General Practice Masterclass’ here, or the ‘Learning Package’ here.

To visit the Practice Index website, click here or contact James Dillon here.

For all enquiries about the Ockham podcast, please contact Ben Gowland here.