You don’t know what happened on the call they just took

May 12, 2025 by Practice Index in (IGPM) Institute of General Practice Management, Reception, Receptionists

In a recent survey carried out amongst Managers in the IGPM Member WhatsApp groups and via Practice Index, an astonishing 80% reported that their reception teams suffered abuse on the telephone every single day, with the majority reporting this happened numerous times a day.

The IGPM has launched a new public campaign, ideal for practice waiting rooms and across social media to show how the calls the reception team takes daily can impact their mental health and wellbeing.

Kay Keane, Practice Manager at Urban Village Medical Centre and IGPM Chair said

“Receptionists are not ‘just admin’ — they are patient advocates, navigating complex systems to get people the care they need. They are the gateway to the clinical team, and without them, there is no access. But constant abuse is pushing them to breaking point. Burnout is rising, and we are losing skilled staff who can no longer absorb the emotional toll. We have launched a campaign today as a call for compassion — because protecting our reception teams protects access to care.”

Robyn Clark, Managing Partner and IGPM Director said “General Practice is busier than ever. Staff at all levels are feeling the pressure, but often none more so than our front-of-house teams.

Patient expectations are getting harder to manage. The desire of an immediate service has spread from the retail and hospitality sectors into public health services too, leading to increased frustration and abuse levelled towards staff whose only aim is to try and help.

90% of contacts with the NHS happen every day in general practice, and that all starts by speaking to the GP Reception Team. These staff hear things that will break most people’s hearts. They hear them every day. The emotional weight of patient stories is very heavy. But they are doing their best to help people in need, to give them the time to tell their story and arrange the help required. Sadly, too often they are met with hostility and vitriol from patients who don’t understand the integral, but difficult role they perform.

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.

You don’t know what happened on the call they just took.