Patients report concerns about receptionist confidentiality within GP surgeries

A significant number of patients are worried about receptionist confidentiality at their GP surgery, according to new research by The Patients Association.

Some patients said it was “impossible” to speak to the receptionist without being overheard, while others claimed that privacy at the reception area “wasn’t good”.

The research was conducted in an attempt to focus on the physical environment in shaping people’s experiences of primary care.

The research is comprised of a new report, with supporting qualitative data from several patient focus groups.

Out of the 720 respondents to the survey and focus groups, 58 per cent said there was not enough space at their practice to allow reasonable privacy.

Rachel Power, chief executive of the Patients Association, said: “It’s a huge concern that the majority of people completing our survey reported issues relating to privacy and confidentiality at their local surgery – this goes against the law and official NHS guidance, and needs to be addressed.

“Patients who are sick and unwell will already be anxious about going to see a GP – the last thing they should need to worry about is whether their private conversations will be overheard by other people.”

Respondents also expressed dissatisfaction with a lack of disability access and ‘dated’ waiting rooms.

Ms Power said: “We recommend that all existing and new GP premises should ensure that people with disabilities are able to easily access the building and internal rooms, and that health and safety and disability legislation is always applied.

"Our other recommendations are based on what patients have told us they want to see: adequate parking and good transport links, improved signage throughout buildings and better air quality control in waiting rooms."

A wish list of what patients would like from their GP surgery environment included:

• A building preferably on one level with bright modern décor and good lighting

• To be in a safe and secure local location with adequate parking or good transport links

• A welcoming space that was easy to navigate or well signposted, with a lift and easy access for disabled people or for parents with pushchairs

• To have a comfortable, clean area to wait in, with reading material, Wi-Fi and toys for children, all well maintained and in good order

• For toilets and common areas to be clean and adequate

• To have access to additional services such as a pharmacy or café

However, most respondants agreed providing good care and treatment was a higher priority than the state of the building, according to Ms Power.

She concluded: “Despite the concerns that people have, it’s clear that patients value the NHS and seek high quality care as a first priority when they visit their GP. Funding should primarily go into improving standards of care – and patients agree that this should be the case – but it should not be ignored that many buildings housing general practice are often old and in need of serious investment.”