Background The covid-19 pandemic prompted widespread use of remote (telephone and online) communication in general practice in England which exacerbated long-term pressures from staffing shortages. The public perceived problems with access. Aim To explore patient and staff perspectives on changing processes in general practice. Design 14 401 patient respondents provided 10 348 comments, 51.2% were positive. Patient and staff perspectives overlapped in two areas: contact and communication encapsulating differing views around access, and the roles of receptionists. Patients reported barriers to getting timely appointments with their chosen professional whilst staff were seeking ways to manage the volume of communications. Use of non-clinical staff to triage appointment requests was unpopular with patients and receptionists felt clinically unqualified. Conclusions Effective methods are needed to improve patient communication with practices and access. Receptionists require recognition and training for their pivotal role.
Gage et al. (Wed,) studied this question.
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