scholarly journals A quantitative assessment of the parameters of the role of receptionists in modern primary care using the work design framework

2019 ◽  
Author(s):  
Michael Burrows ◽  
Nicola Gale ◽  
Sheila Greenfield ◽  
Ian Litchfield
Keyword(s):  
Primary Care ◽  
Cognitive Load ◽  
Survey Design ◽  
Work Design ◽  
Social Characteristics ◽  
Valuable Insight ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
The Uk

Abstract Background General practice faces unprecedented demands as the UK population ages and care complexity increases. Amidst these increased pressures, the receptionist continues to fulfil key administrative and clinically related tasks. The need for more robust support for these key personnel to ensure they stay focussed and motivated is apparent, but for this to be effective a more systematic understanding of the parameters of their work is required. Here we present a valuable insight into the tasks they fulfil their relationship with colleagues and their organisation, and their attitudes and behaviour at work collectively defined as their ‘work design’. Methods Our aim was to quantitatively assess the various characteristics of receptionists in UK primary care using the validated Work Design Questionnaire. A cross-sectional survey design was employed with receptionists randomly sampled from general practices across the UK. We used the Work Design Questionnaire (WDQ) a 21 point validated questionnaire, divided into four categories: task, knowledge and social characteristics and work context with a series of sub-categories within each. Results Seventy participants completed the WDQ. Receptionists reported high task variety, task significance and high level of information processing, confirming the high cognitive load placed on them by performing numerous yet significant tasks. This complex role required an array of skills and there was a reliance on colleagues for support and feedback. Conclusion Research with modern GP receptionists is sparse and little is known formally regarding the parameters of the role. This research explores the work design of GP receptionists and offers clinicians in practice a practical overview of this important and essential role and its implications for the modern GP practice. We suggest a number of ways in to better support the modern receptionist, including separating complex tasks to avoid the errors involved with high cognitive load, providing informal feedback and developing training programmes.

scholarly journals A quantitative assessment of the parameters of the role of receptionists in modern primary care using the work design framework

2020 ◽  
Author(s):  
Michael Burrows ◽  
Nicola Gale ◽  
Sheila Greenfield ◽  
Ian Litchfield
Keyword(s):  
Primary Care ◽  
Cognitive Load ◽  
Postal Questionnaire ◽  
Work Design ◽  
Social Characteristics ◽  
Valuable Insight ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Training Programmes

Abstract Background Amidst increased pressures on General Practice across England, the receptionist continues to fulfil key administrative and clinically related tasks. The need for more robust support for these key personnel to ensure they stay focussed and motivated is apparent, however to be effective a more systematic understanding of the parameters of their work is required. Here we present a valuable insight into the tasks they fulfil their relationship with colleagues and their organisation, and their attitudes and behaviour at work collectively defined as their ‘work design’. Methods Our aim was to quantitatively assess the various characteristics of receptionists in primary care in England using the validated Work Design Questionnaire (a 21 point validated questionnaire, divided into four categories: task, knowledge and social characteristics and work context with a series of sub-categories within each). This was available online and in addition 500 postal questionnaire were sent to a random sample of 100 general practices across England. An online cross-sectional survey was employed with receptionists (N=54). Additionally (N=16; RR=3.1%). Results Seventy participants completed the WDQ; 54 completed the survey online 16 completed the postal version (response rate of 3.1%). Receptionists reported high task variety, task significance and, high level of information processing and knowledge demands, confirming the high cognitive load placed on them by performing numerous yet significant tasks. This complex role required an array of skills, to accommodate their various administrative, communicative, problem solving and decision-making duties they have, and there was a reliance on colleagues for support and feedback. Conclusion Research with modern GP receptionists is sparse and little is known formally regarding the parameters of the role. This research explores the work design of GP receptionists and offers clinicians in practice a practical overview of this important and essential role and its implications for the modern GP practice. We suggest a number of ways in to better support the modern receptionist, including separating complex tasks to avoid the errors involved with high cognitive load, providing informal feedback and developing training programmes.

scholarly journals A quantitative assessment of the parameters of the role of receptionists in modern primary care using the work design framework

2020 ◽  
Author(s):  
Michael Burrows ◽  
Nicola Gale ◽  
Sheila Greenfield ◽  
Ian Litchfield
Keyword(s):  
Primary Care ◽  
Cognitive Load ◽  
Postal Questionnaire ◽  
Work Design ◽  
Social Characteristics ◽  
Valuable Insight ◽  
Validated Questionnaire ◽  
Task Variety ◽  
Training Programmes

Abstract Background Amidst increased pressures on General Practice across England, the receptionist continues to fulfil key administrative and clinically related tasks. The need for more robust support for these key personnel to ensure they stay focussed and motivated is apparent, however, to be effective a more systematic understanding of the parameters of their work is required. Here we present a valuable insight into the tasks they fulfil, their relationship with colleagues and their organisation and their attitudes and behaviour at work collectively defined as their ‘work design’. Methods Our aim was to quantitatively assess the various characteristics of receptionists in primary care in England using the validated Work Design Questionnaire (WDQ) a 21 point validated questionnaire, divided into four categories: task, knowledge and social characteristics and work context with a series of sub-categories within each, disseminated online and as a postal questionnaire to 100 practices nationally.Results Seventy participants completed the WDQ, 54 online and 16 using the postal questionnaire with the response rate for the latter being 3.1%. The WDQ suggested receptionists experience high levels of task variety, task significance and of information processing and knowledge demands, confirming the high cognitive load placed on receptionists by performing numerous yet significant tasks. Perhaps in relation to these substantial responsibilities a reliance on colleagues for support and feedback to help negotiate this workload was reported. Conclusion The evidence of our survey suggests that the role of modern GP receptionists requires an array of skills to accommodate various administrative, communicative, problem solving, and decision-making duties. There are ways in which the role might be better supported for example devising ways to separate complex tasks to avoid the errors involved with high cognitive load, providing informal feedback, and perhaps most importantly developing training programmes.

scholarly journals Assessing a national policy on strengthening chronic care in primary care settings of a middle-income country using patients’ perspectives.

2020 ◽  
Author(s):  
Wichai Aekplakorn ◽  
Paibul Suriyawongpaisal ◽  
Samrit Srithamrongsaw ◽  
Phanuwich kaewkamjonchai
Keyword(s):  
Primary Care ◽  
Structural Equation ◽  
Health Care Services ◽  
Chronic Care ◽  
Care Quality ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Mixed Effect ◽  
Validated Questionnaire

Abstract Background To improve care for patients with chronic diseases, a recent policy initiative in Thailand focuses on strengthening primary care including training of the team to deliver healthcare based on the concept of Chronic Care Model (CCM). This study aimed to assess the perception of patients on the health care services after the implementation. Methods We conducted a cross-sectional survey of 4,071 patients with hypertension and/or diabetes registered to 27 primary care units and 11 hospital Non-communicable diseases (NCDs) clinics in 11 provinces.The patients were interviewed at home using a validated questionnaire of the Patient Assessment of Chronic Illness Care (PACIC+). It contains 20 items from the original PACIC, which measure different parts of the CCM, and an additional 6 items assess the 5A Model including assess, advise, agree, assist, and arrange subscales. Upgraded primary care unit (PCUs) were ordinary PCUs with the multi-professional team including a physician. Trained upgraded PCUs were upgraded PCUs with the training input. Structural equation modeling was used to create subscale scores for CCM and 5 A model characteristics. Mixed effect models were employed to compare subscale of patient perception of the care quality between trained upgraded PCUs, upgraded PCUs, ordinary PCUs and NCD clinics.Results There was an independent association between every PACIC subscale (as a measure of CCM) and facility type with the maximum likelihood for patients of ordinary PCU reporting high to highest scores (ORs: 1.46-1.85; p<0.05) compared to hospital NCD clinics. This is also the case for patients: seeing the same doctor on repeated visits (ORs: 1.82-2.17; p<0.05) or having phone contacts of the providers (ORs:1.53-1.99; p<0.05). Similarly, across all of the 5A model subscales, ORs for patients attending ordinary PCU responded with high to highest scores were 1.48-2.10 times compared to those for patients attending hospital NCD clinics (p<0.05). Conclusions The training and allocation of family physician approach in PCU may not satisfy the patients’ perception on quality of chronic care. Further studies might focus on other factors such as mismatch between health workforce and workload as a key factor influencing the success of the policy implementation.

Dentists’ preferences for diagnosis, management and referral of chronic oro-facial pain: Results from a national survey

2011 ◽  
Vol 71 (6) ◽  
pp. 662-669 ◽  
Author(s):  
Vishal R Aggarwal ◽  
Amy Joughin ◽  
Joanna Zakrzewska ◽  
Priscilla Appelbe ◽  
Martin Tickle
Keyword(s):  
Primary Care ◽  
Facial Pain ◽  
Temporomandibular Disorder ◽  
Postal Questionnaire ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Specialist Services ◽  
Primary Care Practitioners ◽  
Pain Symptoms ◽  
The Uk

Aim: To explore the diagnosis, treatment and referral patterns of chronic oro-facial pain patients by generalist primary care dentists (GDPs) in the UK. Methods: A cross-sectional survey was conducted using a non-stratified random sample of 500 GDPs who were selected from the General Dental Council register. A self-complete postal questionnaire with four hypothetical clinical case scenarios describing sub-types of chronic oro-facial pain (COFP) was used to investigate diagnosis, treatment and referral options of GDPs. Results: Two hundred and twenty (44%) GDPs responded. The majority correctly diagnosed temporomandibular disorder (TMD; 88%) and burning mouth syndrome (BMS; 92%). There was more variation in the diagnosis of the other cases related to persistent oro-facial pain. For TMD there was a clear preference for treatment with occlusal splint therapy, and referral to a temporomandibular joint (TMJ) specialist. The BMS scenario showed drug therapy and referral to an oral medicine specialist to be most popular. The chronic oro-facial pain cases had greater variation in management and choice of psychotherapy was related to duration of pain symptoms. Conclusions: The greater variation in responses to scenarios based on patients with chronic oro-facial pain may reflect the difficulty clinicians face in diagnosing and treating this condition. Management appears to follow a biomedical model and most clinicians chose to refer patients for treatment. There are few specialist services to cater for such referrals, indicating a need to train primary care practitioners in management of chronic COFP, along with the establishment of evidence-based guidelines.

scholarly journals Ethical issues in nursing home palliative care: a cross-national survey

2018 ◽  
Vol 10 (3) ◽  
pp. e29-e29 ◽  
Author(s):  
Deborah H. L. Muldrew ◽  
Sharon Kaasalainen ◽  
Dorry McLaughlin ◽  
Kevin Brazil
Keyword(s):  
Palliative Care ◽  
Nursing Homes ◽  
Ethical Issues ◽  
Survey Design ◽  
Family Values ◽  
Ageing Population ◽  
Policy Recommendations ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Uk

ObjectivesWith an increased dependency on nursing homes to provide care to the ageing population, it is likely that ethical issues will also increase. This study aimed to identify the type of ethical issues and level of associated distress experienced by nurses providing palliative care in nursing homes in the UK and Canada, and pilot the Ethical issues in Palliative Care for Nursing Homes (EPiCNH) instrument in Canada.MethodsA cross-sectional survey design was used. One hundred and twenty-three nurses located in 21 nursing homes across the UK and Canada completed the EPiCNH instrument.ResultsFrequent ethical issues include upholding resident autonomy, managing family distress, lack of staff communication and lack of time in both countries. Higher levels of distress resulted from poor communication, insufficient training, lack of time and family disagreements. Nurses in Canada experienced a greater frequency of ethical issues (p=0.022); however, there was no statistical difference in reported distress levels (p=0.53). The survey was positively rated for ease of completion, relevance and comprehensiveness.ConclusionsNurses’ reported comparable experiences of providing palliative care in UK and Canadian nursing homes. These findings have implications on the practice of care in nursing homes, including how care is organised as well as capacity of staff to care for residents at the end of life. Training staff to take account of patient and family values during decision-making may address many ethical issues, in line with global policy recommendations. The EPiCNH instrument has demonstrated international relevance and applicability.

scholarly journals The validation of a measure of organisational energy in the South African context

2011 ◽  
Vol 9 (1) ◽  
Author(s):  
Lynne Derman ◽  
Nicolene Barkhuizen ◽  
Karel Stanz
Keyword(s):  
South African ◽  
Financial Institution ◽  
Survey Design ◽  
Valuable Insight ◽  
South African Context ◽  
The South ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Convenience Sample ◽  
African Context

Orientation: Previous research has highlighted the need to examine the relationship between people and organisations. This perspective facilitates the study of organisational energy.Research purpose: The purpose of this research was to validate a measure of organisational energy in the South African context and to investigate whether there are differences in organisational energy as perceived by employees based on their demographic characteristics and lifestyle variables.Motivation for the study: Managing energy in organisations is important as it drives motivation, powers teamwork, fosters creativity and gives organisations a competitive edge (Schiuma, Mason & Kennerley, 2007). Limited empirical research currently exists on the phenomenon of energy in organisations.Research design/approach method: The researchers used a cross-sectional survey design, with a convenience sample (N = 520) of employees in a South African financial institution. The researchers administered the EnergyScapes Profile.Main findings: Exploratory factor analysis resulted in a one-factor structure for the EnergyScapes Profile. The scale, labelled organisational energy, showed acceptable internal consistency. The researchers found statistically significant differences in the organisational energy levels of employees based on age, tenure, geographical region, relaxation, hypertension and diabetes, depression or psychosis.Practical/managerial implications: The research provides valuable insight for practicing managers about understanding the concept of organisational energy and encourages leaders to question the energy of their employees.Contribution/value-add: The insight the researchers gained by studying the concept of organisational energy contributed in a unique way and showed the importance of considering organisations as dynamic and interactive with the people that work for them.

scholarly journals Assessing a national policy on strengthening chronic care in primary care settings of a middle-income country using patients’ perspectives.

2021 ◽  
Author(s):  
Wichai Aekplakorn ◽  
Paibul Suriyawongpaisal ◽  
Samrit Srithamrongsaw ◽  
Phanuwich kaewkamjonchai
Keyword(s):  
Primary Care ◽  
Structural Equation ◽  
Chronic Care ◽  
Care Quality ◽  
Equation Modeling ◽  
Patient Assessment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Mixed Effect ◽  
Validated Questionnaire

Abstract Background To improve care for patients with chronic diseases, a recent policy initiative in Thailand focused on strengthening primary care based on the concept of Chronic Care Model (CCM). This study aimed to assess the perception of patients about the health care services after the implementation. Methods We conducted a cross-sectional survey of 4,071 patients with hypertension and/or diabetes registered with 27 primary care units and 11 hospital non-communicable diseases (NCDs) clinics in 11 provinces.The patients were interviewed using a validated questionnaire of the Patient Assessment of Chronic Illness Care. Upgraded primary care units (PCUs) were ordinary PCUs with the multi-professional team including a physician. Trained upgraded PCUs were upgraded PCUs with the training input. Structural equation modeling was used to create subscale scores for CCM and 5 A model characteristics. Mixed effect logistic models were employed to examine the association of subscales (high vs low score) of patient perception of the care quality with type of PCUs.Results Compared to hospital NCD clinics, ordinary PCUs were the best in the odds of receiving high score for every CCM subscale (ORs: 1.46-1.85; p<0.05), whereas the trained upgraded PCUs were better in terms of follow-up (ORs:1.37; p <0.05), and the upgraded PCU did not differ in all domains. According to the 5 A model subscales, patient assessment also revealed better performance of ordinary PCUs in all domains compared to hospital NCD clinics whereas upgraded PCUs and trained upgraded PCUs did so in some domains. Seeing the same doctor on repeated visits (ORs: 1.82-2.17; p<0.05) or having phone contacts with the providers (ORs:1.53-1.99; p<0.05) were found beneficial using CCM subscales and the 5A model subscales. However, patient assessment by both subscales did not demonstrate a statistically significant association across health insurance status.Conclusions The policy implementation might not satisfy the patients’ perception on quality of chronic care according to the CCM and the 5A model subscale. However, the arrangement of chronic care with patients seeing the same doctors or patients having telephone contact with healthcare providers may satisfy the patients’ perceived needs.

scholarly journals Engagement with community liver disease management across the UK: a cross-sectional survey

BJGP Open ◽  
2021 ◽  
pp. BJGPO.2021.0085
Author(s):  
Helen Jarvis ◽  
Jonathan Worsfold ◽  
Vanessa Hebditch ◽  
Stephen Ryder
Keyword(s):  
Primary Care ◽  
Liver Disease ◽  
Disease Management ◽  
Chronic Liver Disease ◽  
Chronic Liver ◽  
Health Board ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Health Authorities ◽  
The Uk

BackgroundLiver disease is an increasing cause of premature mortality in the UK. Its management in primary care is not well understood. It is unclear what role commissioning bodies are playing in liver disease in the UK.AimThe aim of this study was to assess the level of engagement with community chronic liver disease management amongst CCGs and health authorities across the UK.Design & settingA cross-sectional survey to all UK CCGs and health authorities.MethodSurvey questions were developed by the British Liver Trust, in collaboration with topic experts, and evaluated structures in place relating to liver disease management at commissioning/health board level.ResultsThere were 159 responses representing 99% UK coverage of CCGs/health boards. 20% reported an individual responsible for liver disease within their organisation with 40% and 29% reporting having pathways in place to respond to abnormal liver blood tests and liver disease more generally respectively. All those reporting use of pathways reported using national guidelines to guide content. 25% made use of transient elastography (Fibroscan) and 16% of direct serum fibrosis markers (eg, ELF score) which are both part of current NICE guidelines. There was marked regional variation in all areas of engagement surveyed, with Wales having exceptionally high levels of engagement in all areas in contrast to the other nations.ConclusionThe results of this survey should be used as a catalyst to highlight necessary regional improvements to the primary care management of chronic liver disease across the UK.

scholarly journals Assessing a national policy on strengthening chronic care in primary care settings of a middle-income country using patients’ perspectives

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Wichai Aekplakorn ◽  
Paibul Suriyawongpaisal ◽  
Samrit Srithamrongsawadi ◽  
Phanuwich Kaewkamjonchai
Keyword(s):  
Primary Care ◽  
Structural Equation ◽  
Chronic Care ◽  
Care Quality ◽  
Equation Modeling ◽  
Patient Assessment ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Mixed Effect ◽  
Validated Questionnaire

Abstract Background To improve care for patients with chronic diseases, a recent policy initiative in Thailand focused on strengthening primary care based on the concept of Chronic Care Model (CCM). This study aimed to assess the perception of patients about the health care services after the implementation. Methods We conducted a cross-sectional survey of 4071 patients with hypertension and/or diabetes registered with 27 primary care units and 11 hospital non-communicable diseases (NCDs) clinics in 11 provinces. The patients were interviewed using a validated questionnaire of the Patient Assessment of Chronic Illness Care. Upgraded primary care units (PCUs) were ordinary PCUs with the multi-professional team including a physician. Trained upgraded PCUs were upgraded PCUs with the training input. Structural equation modeling was used to create subscale scores for CCM and 5 A model characteristics. Mixed effect logistic models were employed to examine the association of subscales (high vs low score) of patient perception of the care quality with type of PCUs. Results Compared to hospital NCD clinics, ordinary PCUs were the best in the odds of receiving high score for every CCM subscale (ORs: 1.46–1.85; p < 0.05), whereas the trained upgraded PCUs were better in terms of follow-up (ORs:1.37; p < 0.05), and the upgraded PCU did not differ in all domains. According to the 5 A model subscales, patient assessment also revealed better performance of ordinary PCUs in all domains compared to hospital NCD clinics whereas upgraded PCUs and trained upgraded PCUs did so in some domains. Seeing the same doctor on repeated visits (ORs: 1.82–2.17; p < 0.05) or having phone contacts with the providers (ORs:1.53–1.99; p < 0.05) were found beneficial using CCM subscales and the 5A model subscales. However, patient assessment by both subscales did not demonstrate a statistically significant association across health insurance status. Conclusions The policy implementation might not satisfy the patients’ perception on quality of chronic care according to the CCM and the 5A model subscale. However, the arrangement of chronic care with patients seeing the same doctors or patients having telephone contact with healthcare providers may satisfy the patients’ perceived needs.

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