Beyond the front desk: listening to GP reception staff across the North East and Cumbria

Healthwatch North East and North Cumbria, working with Workforce Voices and the NIHR Partnership for Workforce Sustainability, held a regional workshop on 2 July 2026 to gather the experiences of GP reception staff working on the frontline of primary care. The event formed part of a wider five-year research programme examining how to recruit, retain and support a sustainable healthcare workforce in underserved communities. 

The report was developed in response to the recognition that while Healthwatch frequently hears from patients about difficulties accessing GP services, the perspectives of reception staff are less often heard. The workshop aimed to provide a better understanding of the pressures and realities faced by reception teams. 

Reception staff described their role as extending far beyond answering phones and booking appointments. They reported managing large volumes of calls and enquiries, helping patients access appointments and services, processing prescriptions, supporting people with online consultation systems, assisting vulnerable and distressed patients, navigating multiple digital systems, and dealing with conflict and abuse. Participants explained that they often absorb patient frustration arising from wider pressures within the healthcare system. 

A key theme was that the skills required for reception work are frequently underestimated. Staff identified empathy, compassion, active listening, communication, de-escalation, problem-solving, digital confidence, multitasking and emotional resilience as essential skills for the role. Many felt these contributions are overlooked despite being vital to the effective functioning of GP practices and patient access to care. 

The workshop also explored the growing importance of digital access. Reception staff reported spending considerable time helping patients use online systems such as eConsult and supporting people who lack digital confidence. Participants stressed that technology can improve access to care only when patients receive adequate information and support. They highlighted the importance of raising awareness of digital tools, improving digital skills among patients, and ensuring alternatives remain available to prevent exclusion.

Another major finding was that reception staff welcomed the opportunity to share their experiences and be involved in discussions about the future of primary care. Many participants described the workshop as one of the most valuable events they had attended, saying it gave them confidence, reassurance, and a sense that their role was understood and valued. Staff expressed a strong desire to remain involved in future workforce and service development conversations. 

Healthwatch concluded that frontline reception staff possess important insights into patient access, workforce pressures and service delivery that should help inform future planning. The report highlights the value of partnership working between Healthwatch, researchers and healthcare organisations, and argues that workforce wellbeing, support and development must remain priorities if primary care services are to be resilient and sustainable in the future. 

The report also emphasises that listening to reception staff can help create a more complete understanding of the challenges facing primary care and support the development of future neighbourhood health models and wider NHS workforce plans. Healthwatch stated that this work represents the beginning of an ongoing commitment to involving frontline staff in shaping healthcare services.