Patients hung up on GP receptionists' phone skills

They’re highly effective gatekeepers, but medical reception staff can drag a practice down with poor phone skills, research shows.

GP clinics receive poor ratings from patients when receptionists fail to offer them alternative appointment times or if they end calls prematurely, UK primary care researchers have found.

And as well as putting up barriers to accessing services, poor phone skills lead to lower satisfaction scores among patients, their research reveals.

Researchers at Loughborough University analysed 447 phone conversations between receptionists