THE ROLE OF THE RECEPTIONIST IN GENERAL-PRACTICE - A DRAGON BEHIND THE DESK
THE ROLE OF THE RECEPTIONIST IN GENERAL-PRACTICE - A DRAGON BEHIND THE DESK
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DOI：
10.1016/0277-9536(85)90347-8
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发表时间：
1985-01-01
影响因子：
5.4
通讯作者：
SAWYER, L
中科院分区：
文献类型：
--
作者：
ARBER, S;SAWYER, L
接待员在全科医学中的权力和影响力一直是很少研究的主题。接待员的结构性地位和初级医疗保健的性质使接待员在决定是否有机会看全科医生方面具有潜在的酌处作用。访问的一个主要标准是病人病情的紧急程度，这通常涉及接待员仅根据简短的口头交流进行医疗评估。本文借鉴了超过1000名成年人的样本采访的经验，接待过程中的一般做法。接待员在以下方面的作用受到审查：推迟预约、询问手术咨询和家访的原因、建议病人参加手术以减少家访次数、让病人通过电话与医生交谈以及提供健康咨询。经历过接待员作为一个积极的中介的患者更有可能报告与接待员的互动困难。调查数据支持两个主要发现：随着业务规模越来越大，越来越复杂，接待员的工作规则越来越严格，导致患者对接待人员表现出更大的敌意;有依赖孩子的父母和年轻人表现出更多的对抗，因为他们更有可能将接待员视为守门人，他们需要与他们协商去看医生进行紧急护理或是为了他们的孩子
The power and influence of receptionists in general practice has been the subject of little research. The structural position of receptionists and the nature of primary medical care give receptionists a potential discretionary role in determining access to the general practitioner. A major criterion for access is the imputed urgency of the patient''s condition, which frequently involves the receptionist making a medical assessment based on only a brief verbal exchange. The paper draws on interviews with a sample of over 1000 adults about the experiences of the reception process in general practice. The receptionist''s role in the following areas is examined; delay in obtaining appointments, asking the reason for surgery consultations and home visits, reducing the number of home visits by suggesting patients attend the surgery, putting patients through to speak to the doctor on the telephone and giving health advice. Patients who have experienced receptionists as an active intermediary are more likely to report interaction difficulties with receptionists. The survey data lend support to 2 major findings: that as practices become larger and more complex receptionists operate with more rigid rules, leading to greater hostility expressed by patients towards reception staff; and parents with dependent children and young adults express more antagonism, because they are more likely to experience the receptionist as a gatekeeper with whom they need to negotiate to see a doctor for acute care for themselves or for their children.