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Recruiting GP receptionists is difficult because of the “stick” they get from patients, a senior health boss has said.
Clive Newman, director of primary care at NHS Derby and Derbyshire, told a Derby City Council meeting about the “rapid turnover” of staff.
Mr Newman said staff were “facing a system and the system behind them was not always capable”.
Some people were “in tears,” he said, adding: “They don’t need to accept this.”
Labor MP Martin Repton said: “I don’t know what impact these practices have on the recruitment, retention and training of physician receptionists.
“Most people are absolutely top-notch, but if the person you meet is not helpful or seems unsympathetic, it’s not a good experience for the actual patient.
“Are there difficulties recruiting and retaining receptionists? How do we ensure we find the right receptionists and train them in the right way?”
Mr Newman said he sympathized with the receptionist, according to the Local Democracy Reporting Service.
“In my practice, receptionists have been in tears because of the sticks they’ve received,” he said. “So you won’t be surprised to know that these people move through it pretty quickly. They don’t need to take it every day.
“There’s a lot of training going on and we’re pushing for care navigation training to try to support how receptionists respond and talk to (patients).”
Conservative MP Nicola Roulstone said she sympathized with receptionists at GP surgeries and called the behavior of some “horrible”.
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