Louise is a GP receptionist at Hogan & Partners within NHS Greater Glasgow and Clyde.
Within every GP practice across NHS Greater Glasgow and Clyde is a team of dedicated professionals who work to ensure patients are seen, heard, and helped, including GP receptionists.
GP receptionists are often the first point of contact in the healthcare system—a front door to the wider NHS.
Louise McGregor, a GP receptionist at Hogan & Partners in Greenock Health and Care Centre, offers a valuable insight into the day-to-day responsibilities and her role in patient care.
“Our role is to support patient care,” she explains. “We answer phones, deal with any patient concerns or problems so that they can be managed by the most appropriate person or service, and book appointments. We also manage information received from health professionals, e.g. from hospitals/clinics, and communicate to patients the results of tests and any necessary action required.”
Far from being just administrative, the GP receptionist’s role involves engaging with each individual patient, helping to understand their reason for getting in touch, and ensuring that their problem is handled in the best possible manner. Louise is often the first point of contact for patients, and her ability to assess and direct enquiries is crucial.
“We need to think of a route to take them on,” she says. “Whether that be to book an appointment, a telephone consultation, or signpost them to another service.”
Receptionists are trained and supported by their GP practice to ask key questions to ensure patients are directed to the most appropriate care. “It’s very important to ask these sort of questions so we can ascertain what we can do to support the patient and maybe get them fast-tracked,” Louise explains.
“Sometimes an appointment may not be the quickest resolution. They could go to a pharmacy and get treatment straight away, rather than waiting a few hours for a doctor’s phone call.
“We try and get them to the right place so that we can get them the best outcome.”
As Louise notes, the questions they ask patients are to help them and the practice.
“The questions we ask aren’t to invade the patient’s privacy. It is to get them on the right path.
“We can signpost to physio, to ANPs [Advanced Nurse Practitioners], to mental health services, everything like that.
“There are ways of getting the patient the care they need as soon as they can. And it takes a lot of stress off them.”
One of the most rewarding aspects of the job, Louise says, is the relationships built with patients. “We’re quite a small practice, so we have that opportunity to build relationships, and it is enjoyable. When you have a rapport with a patient, I think they appreciate more what we do.”
Ultimately, Louise’s passion for her role shines through. “I really enjoy it. I do like patient-facing work, building relationships and rapport with patients. I like helping people, getting the patient to a quicker way of getting the care that they need.”
GP receptionists like Louise are essential. They are not only a voice at the end of the phone but also a guiding hand, helping patients navigate Primary Care with compassion, efficiency, and professionalism.