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Why Receptionists Ask


Why Does The Receptionist Need To Ask What’s Wrong With Me?

It is not a case of the receptionist being nosey!

Our reception staff are members of the practice team and it has been agreed they should ask patients “why they need to be seen”. Reception staff are trained to ask certain questions in order to ensure that you receive:

  1. The most appropriate medical care,
  2. from the most appropriate health professional,
  3. at the most appropriate time.

Receptionists are asked to collect brief information from patients.

  1. To help doctors prioritise home visits and phone calls.
  2. To ensure that all patients receive the appropriate level of care.
  3. To direct patients to see the nurse or other health professional rather than a doctor where appropriate.

Reception staff, like all members of the practice team, are bound by confidentiality rules.

  1. Any information given by you is treated with the strictest confidence.
  2. The practice would take any breach of confidentiality very seriously and deal with it accordingly.
  3. You can ask to speak to a receptionist in a private place, away from the reception desk.
  4. If you feel the issue is very private and do not wish to say what it is, this will be respected.


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NHS 111 NHS Choices Department of Health Healthcare Computing Ltd