Receptionist- led telephone triage in GP Practices: communication barriers to patient access?

The aim of the project is to investigate how receptionist-led triage happens in patients' calls to GP practices. The study will investigate real-time interaction between receptionists and patients in which receptionists ask patients to 'give some idea of what the problem is', in order to 'triage' patients' needs. Analysis will identify troubles that can emerge, as well as practices that work, in enabling patient access to GP services.