# Receptionists reimagined: How online services are transforming the GP front desk

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Text version: https://stenobird.com/podcast/bjgp-interviews-1317540/receptionists-reimagined-how-online-services-are-transforming-the-gp-front-desk.md
Podcast: [BJGP Interviews](https://stenobird.com/podcast/bjgp-interviews-1317540)
Published: 2025-10-07T07:00:00+00:00
Episode link: https://bjgplife.com/receptionists-reimagined-how-online-services-are-transforming-the-gp-front-desk
Audio file: https://episodes.captivate.fm/episode/53fb48bc-d7fb-410a-b4c2-8364890c2ede.mp3
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Duration seconds: 938

## Resource

Today, we’re speaking to Dr Steph Stockwell, a senior analyst based at RAND Europe. Title of paper: Evolution of the general practice receptionist role and online services: a qualitative study Available at: https://doi.org/10.3399/BJGP.2024.0677 The introduction of online systems and services into general practice and the impact on general practice staff has been considered from a clinician perspective, but comparatively little is known about how these introductions have affected the receptionist role. This study highlights that the use of online services is leading to an evolution of the general practice receptionist role. The role is becoming increasingly complex as practices use multiple online systems, which impacts demand management and navigation aspects of the role. Online systems have variable consequences on workload for receptionists, which has potential implications for workflow, consistency of task completion, job satisfaction, and retention and recruitment of these key staff members. This transcript was generated using AI and has not been reviewed for accuracy. Please be aware it may contain errors or omissions. Speaker A 00:00:00.320 - 00:00:53.350 Hello and welcome to BJJP Interviews. I'm Nada Khan and I'm one of the Associate Editors of the bjgp. Thanks for listening to this podcast today. In today's episode, we're speaking to Dr. Steph Stockwell, a senior analyst based at RAND Europe. We're here to discuss the paper she's published here in the BJGP titled Evolution of the General Practice Receptionist Role and Online Services A Qualitative Study. So, hi, Steph, it's great to meet and talk about this work and one of the reasons I really wanted to talk about this is that I think it's timely work, given that we know there's an increasing emphasis just in…

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## Transcript

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