Receptionists are a vital part of the team at your local surgery. They are trained professionals who support both patients and clinical staff, helping to ensure everyone receives the right care as safely and quickly as possible.

We understand that it can sometimes feel uncomfortable to share personal details, but please remember:

Receptionists aren’t being nosy or difficult – they’re doing their job to help you.

Why Do Receptionists Ask Questions?

Receptionists are often your first point of contact with the practice. They ask questions to:

  • Direct you to the most appropriate clinician (e.g. GP, nurse, pharmacist, physiotherapist, or another specialist)

  • Ensure urgent issues are dealt with quickly

  • Help us prioritise care safely and fairly

  • Support clinicians in managing appointment availability

Just like when calling 111, the information you provide helps us give you the best care.

Confidential and Professional

Everything you tell a receptionist is handled with strict confidentiality, just as it would be with a doctor or nurse. All reception staff follow NHS confidentiality guidelines.

They are not personally invested in your situation – their only goal is to help you access the right support.

A Friendly Reminder

We understand it can be frustrating when you're unwell, but please be kind.

Receptionists are not a barrier to seeing a GP – they are a bridge to the care you need.
They work under pressure every day and are always doing their best to assist you.