Receptionists at work. A time study in general practice.

ANALYSIS of the activities of health service staff with a view to improving the quality and efficiency of service to patients is an expanding field of study. With the steady development of group practice and appointments schemes, increasing attention is being given to the roles and functions of receptionists in general practice. Using a questionnaire on administrative activities, Drury and Kuenssberg (1970) found wide variations between practices in clerical staff ratios and methods of working. There is, however, remarkably little quantified information on the work of secretary-receptionists in general practice, a deficiency we hope to remedy.