90% of contacts with the NHS happen every day in general practice, and that all starts by speaking to the GP Reception Team. At Phoenix Health Group, we call our front of house staff Primary Care Advisors because they navigate complex systems to get patients to the care that they need. They are a gateway to the clinical team and often hear things that are very upsetting. They also experience patient frustration, anger and even abuse on a daily basis.
Whilst answering the phone is just one part of their role, this campaign aims to educate patients on the complexity of the role, the emotional burden that it brings with it, and encourages them to support our front-of-house staff who are just trying to help.
Thank you for your understanding.
