Understanding the invisible workforce: lessons for general practice from a survey of receptionists

BMC Primary Care

Table 4 GP Receptionists’ training

Have you received training n = 70 (%)
Yes		No
69 (98.6)		1 (0.4)
If yes, was training internal/external n=69 (%)^a
Internal		External
60 (85.7)		42 (60)
Training Content N (%)^a
Customer Service	Telephone Skills	Medical Administration Skills	Handling Difficult Patients	Dealing with Complaints
51 (72.9)	45 (64.3)	41 (58.6)	41 (58.6)	38 (54.3)
Communication Skills	Medical Terminology	Assertiveness	Basic Triage	Other
38 (54.3)	30 (42.9)	24 (34.3)	18 (25.7)	12 (17.1)
Barriers to accessing training n=68 (%)^a
Lack of time	Lack of funding	Lack of relevant training	Lack of support from practice managers	Lack of relevant training
26 (37.1)	14 (20)	10 (14.3)	5 (7.1)	10 (14.3)
Satisfaction with training n (%)^a
Highly Satisfied	Satisfied	Neither satisfied nor Unsatisfied	Unsatisfied	Highly Unsatisfied
14 (20)	14 (20)	14 (20)	22 (31.4)	4 (5.7)

^aParticipants were asked to tick all that apply so percentages may not add up to 100

ISSN: 2731-4553