How often are receptionists realty helpful?_________

摘要

I write regarding the News item in the PJ (12 November 2011, p566) on the paper published in the BMJ on GP practice receptionists and their "hidden" contributions to repeat prescribing for patients. It is good when receptionists can use their initiative to step outside established protocols for a beneficial outcome, sometimes meaning that situations outside the norm can be resolved. I wonder how often this can be said though and how often staff really think outside the box to help patients.