Beyond The Front Desk: Listening to GP Reception Staff

Report - 17 September 2026

Working in partnership with Workforce Voices and the NIHR Partnership for Workforce Sustainability, the Healthwatch North East and North Cumbria network brought together GP reception staff from across the region to share their experiences of working on the frontline of primary care.

The regional workshop, delivered in partnership with the NIHR Partnership for Workforce Sustainability, explored the challenges, skills and resilience of GP reception staff, highlighting their vital role in supporting patients, navigating increasing demand and shaping the future of primary care. 

A report was produced following the workshop, which shares the experiences of the people who are often the first point of contact in primary care but whose voices are rarely heard. 

"I can't get past the receptionist."

"We're human too."

It offers valuable insights for healthcare leaders, commissioners, GP practices and anyone interested in improving access, workforce wellbeing and patient experience.

Downloads

You can download the full report below.

If you would like this report in a different format, please email: 

info@healthwatchcountydurham.co.uk 

Beyond The Front Desk: Final Report
Download (PDF 5.52 MB)

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