Copeman J P, Van Zwanenberg T D
J R Coll Gen Pract. 1988 Jan;38(306):14-6.
Seventy receptionists from 20 general practices in Newcastle upon Tyne were interviewed using a questionnaire to determine their demographic and social characteristics, tasks performed and training experience. The majority of receptionists were mature married women working part-time; only 13% had received any formal training. Most receptionists had no career structure and only 9% had ever been given a written job description. Thirty-one per cent of receptionists did not feel appreciated by their general practitioners and more (49%) felt unappreciated by the general public. However, they believed their main function was to help patients. From the description of their work receptionists are clearly integral and essential members of the primary health care team.To achieve the development of primary care services it is likely that practices will need to employ more ancillary staff, and these staff will require more pre-service and in-service training.
我们采用问卷调查的方式，对泰恩河畔纽卡斯尔20家普通诊所的70名接待员进行了访谈，以确定她们的人口统计学和社会特征、所执行的任务以及培训经历。大多数接待员是已婚的成熟女性，从事兼职工作；只有13%的人接受过任何形式的培训。大多数接待员没有职业晋升体系，只有9%的人曾收到过书面工作描述。31%的接待员觉得自己没有得到全科医生的赏识，更多的人（49%）觉得没有得到公众的赏识。然而，她们认为自己的主要职责是帮助患者。从她们对工作的描述来看，接待员显然是初级卫生保健团队不可或缺的重要成员。为了实现初级保健服务的发展，诊所可能需要雇佣更多的辅助人员，而这些人员将需要更多的岗前培训和在职培训。
