Hayes E
Health Visit. 1989 Apr;62(4):117-8.
A postal questionnaire was circulated to 90 receptionists working in general practices in a single health unit and produced an 80 per cent usable return rate. The questions asked included items relating to their work and training. Over half the respondents gave advice to patients on medicine matters for which they were not trained. Deciding upon the urgency of home and surgery appointments were the two tasks which were most disliked by the receptionists. Receptionists thought patients would find them helpful and few receptionists found patients aggressive. Many receptionists agreed that they should have training before they start work and even more agreed that they needed in-service training.
一份邮政调查问卷被分发给了在一个单一健康单位的普通诊所工作的90名接待员，回收率达到了80%，问卷结果可用。所提问题包括与他们的工作和培训相关的项目。超过一半的受访者就他们未接受过培训的医疗问题向患者提供建议。确定家庭预约和门诊预约的紧急程度是接待员最不喜欢的两项任务。接待员认为患者会觉得他们有帮助，而且很少有接待员觉得患者有攻击性。许多接待员同意他们在开始工作前应该接受培训，甚至更多的人同意他们需要在职培训。
