Patient aggression towards GP receptionists is a serious workplace safety concern.

A comprehensive review of published evidence, featured in the open access journal Family Medicine and Community Health, highlights patient aggression towards receptionists in general practice as a pressing workplace safety issue. 

The study reveals that such aggression not only harms the individuals involved but also leads to increased workplace absenteeism and staff turnover within the healthcare workforce.

While acts of incivility towards general practice staff, including doctors, are commonly reported, researchers emphasise the lack of studies examining receptionists' perspectives.

To bridge this knowledge gap, the researchers conducted an extensive search of English-language research databases, identifying 20 relevant studies published between 1970 and 2022. 

The studies encompassed 4,107 participants, including current or recent general practice receptionists.

The findings of the review indicate that patient aggression towards receptionists is a frequent occurrence in general practice, often manifesting as verbal abuse, hostility, and the use of discriminatory insults. 

Physical violence was less common but still reported in nine studies, with incidents ranging from assault and stalking to threats involving weapons like guns and razor blades.

Receptionists identified frustrations with appointment scheduling and administrative systems, errors, delayed access to doctors, and prescription refusals as common triggers for patient aggression. Despite attempts to de-escalate situations, receptionists reported significant negative emotional impact and long-term effects such as burnout and fatigue.

The review suggests several strategies to mitigate patient aggression, including streamlined scheduling systems, improved appointment availability, consistent patient management practices, relevant training for receptionists in de-escalation techniques, and clear policies backed by support from management and clinical colleagues.

Remarkably, the study highlights a lack of coordinated support for reception staff facing patient aggression, with only a small proportion offered professional counselling. 

The researchers say there is an urgent need for evidence-based strategies to prevent and manage such aggression in general practice settings, emphasising the broader negative impact on the healthcare sector as a whole.

The full study is accessible here.