Navigating primary care

Doctor and medical network connection with modern virtual screen interface in hand on hospital backgroundAccessing primary care typically involves an informal discussion with administrative staff that without clinical training use their discretion to balance the urgency of the appointment with the availability of the clinician. With the increasing complexity of care and the growing pressure on general practice the role is becoming more formalised as triage and care navigation. However little is known of the implications for patient outcomes, practice safety, staff well-being, and job satisfaction.

tomlinson-ian

Theme lead
Professor Sheila Greenfield

Professor of Medical Sociology

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Aims of the research

To understand the implications of the new models of primary care access for staff, patients and commissioners. In particular we are exploring the attitudes and experiences of receptionists and other practice staff asked to take on the new role. The impact on patient outcomes and satisfaction and whether there are measurable benefits to service provision.

Meet the team 

Professor Sheila Greenfield - Professor of Medical Sociology, Institute of Applied Health Research, College of Medical and Dental Sciences 

Dr Ian Litchfield - Research Fellow, Institute of Applied Health Research, College of Medical and Dental Sciences 

Dr David Shukla - Clinical Research Fellow, Institute of Applied Health Research, College of Medical and Dental Sciences 

Publications

The future role of receptionists in primary care Litchfield IJ, Gale N, Burrows M, Greenfield S Br J Gen Pract 2017; 67 (664): 523-524

Exploring the clinically orientated roles of the general practice receptionist: a systematic review protocol. Burrows M, Gale N, Greenfield S, Litchfield I Systematic Reviews. 2017;6:209. doi:10.1186/s13643-017-0612-6.

A protocol for the use of process improvement methodologies to explore primary care receptionist work Litchfield I, Gale N, Burrows M, Greenfield S BMJ Open (2016);6