"You're only a receptionist, what do you want to know for?":Street-level bureaucracy on the front line of primary care in the United Kingdom

INTRODUCTION: In care settings across the globe non-clinical staff are involved in filtering patients to the most appropriate source of care. This includes primary care where general practice receptionists are key in facilitating access to individual surgeries and the wider National Health Service. Despite the complexity and significance of their role little is known of how the decision-making behaviors of receptionists impact policy implementation and service delivery. By combining the agent-based implementation theory of street-level bureaucracy with a tri-level analytical framework this work acknowledges the impact of the decisions made by receptionists as street-level bureaucrats and demonstrates the benefits of using the novel framework to provide practical insight of the factors influencing those decisions.METHODS: A secondary analysis of qualitative data gathered from a series of semi-structured interviews conducted with 19 receptionists in the United Kingdom in 2019 was used to populate a tri-level framework: the micro-level relates to influences on decision making acting at an individual level, the meso-level influences at group and organizational levels, and the macro-level influences at a societal or policy level.RESULTS: At the micro-level we determined how receptionists are influenced by the level of rapport developed with patients and would use common sense to interpret urgency. At the meso-level, influences included their position at the forefront of premises, the culture of the workplace, and the processes and protocols used by their practice. At the macro-level, participants described the impact of limited health service capacity, the lack of mandatory training, and the growth in the use of digital technologies.CONCLUSIONS: Street-level bureaucracy, complemented with a tri-level contextual analysis, is a useful theoretical framework to understand how health workers, such as receptionists, attempt to provide universality without sufficient resource, and could potentially be applied to other kinds of public service workers in this way. This theoretical framework also benefits from being an accessible foundation on which to base practice and policy changes.</p

Exploring the clinically orientated roles of the general practice receptionist::a systematic review protocol

Abstract Background The receptionist is the focal point of the practice, undertaking an array of clinically orientated roles such as triaging patients for GP consultations or managing repeat prescribing. However, the full nature and extent of the receptionist’s clinical activities is unknown as are the implications for patients. The aim of the proposed review is to explore the nature of the receptionist’s clinical roles, their extent and their implications for patients. In doing so, we will highlight any gaps in the evidence base which future research may explore. Methods The databases Medline/PubMed, Ovid, Cinahl, ASSIA, Cochrane, EMBASE and Science Direct will be searched for relevant literature. We will look at both qualitative and quantitative research on GP receptionists, based within primary care to explore their roles within the primary care team, the clinically relevant roles they undertake, the extent of these roles and any implications these roles might have. No limits are placed on the date or place of publication; however, only research published in English will be included. Screening, quality assessments and data extraction will be carried out by two reviewers, who are not blinded to study characteristics. Analysis follows a four-stage method, established by Whittemore and Knafl (2005). Discussion The review will explore existing research covering the clinically orientated roles of the GP receptionist. The findings of the review will be important for healthcare professionals and academics working within primary healthcare. It will highlight and for the first time synthesise research relating to the complex and essential work of the GP receptionist. Our findings will inform the direction and focus of further research, as gaps in the knowledge base will be uncovered. Systematic review registration PROSPERO registration no: CRD42016048957

Virtual Maltreatment: Sexualisation and Social Media Abuse in Sport.

Virtual maltreatment is a rapidly emerging and highly significant issue within contemporary sport. This study examines such behaviour by exploring the negative social media attention that tennis player Maria Sharapova received during the 2015 Wimbledon tennis championships. Using a netnographic approach, an analysis of two popular social media platforms (Facebook and Twitter) was conducted to examine the social commentary surrounding this athlete during the event. Three primary themes emerged from the analysis of data on these platforms: ‘admiration of her physical beauty and/or sexualisation’; ‘threatening physical and/or sexual contact’ and ‘emotionally ridiculing and/or criticising’. These findings demonstrate how social media provides a space for unregulated physical and sexual abuse of female athletes in a way that traditional sports media does not. Virtual abuse and maltreatment is identified as a significant social problem which requires further consideration in academic literature

Factors influencing improved attendance in the UK Fire Service

BACKGROUND: Sickness absence rates in the UK continue to exceed those in much of the developed world, with an annual cost to employers of £29 billion. Rates of sickness absence in the public sector are higher than those in the private sector, with the exception of the fire service where they are consistently lower. AIMS: To understand the influences that increase attendance among operational firefighters. METHODS: A series of semi-structured interviews undertaken with operational staff to explore their attitudes to sickness absence. RESULTS: Review and analysis of participant responses identified a number of key themes, namely employee well-being, including physical fitness and mental health; employee engagement with the fire service as manifested by culture, experience, nature of the job and leadership; organizational factors including the staffing model and relationship with occupational health services and policy, which describes both refinements to and implementation of targeted policies. CONCLUSIONS: Previously observed factors such as improved fitness and the distinct firefighter culture play a role, yet other factors emerged that could explain the differences. These include the greater work–life balance offered by their shift patterns, the terms and conditions of employment and perhaps most importantly the evolution of precisely targeted policies that understand the unique nature of the operational fire service

A preliminary assessment of the role of ambient nitric oxide exposure in hospitalization with respiratory syncytial virus bronchiolitis

Some in vitro studies have indicated a possible link between respiratory syncytial virus (RSV) infection and exposure to Nitric Oxide (NO). However, these studies used much higher NO concentrations than normally found in the ambient environment. This preliminary study explored whether an association was present with short-term exposure to NO in the environment. RSV-related admission data between November 2011 and February 2012 were obtained from Sheffield Children’s Hospital. The dates of admission were linked to contemporaneous ambient NO derived from sentinel air monitors. The case-crossover design was used to study the relationship between daily RSV admissions and NO, controlling for temperature and relative humidity. We found little evidence of association between daily RSV admission rates and exposure to ambient NO at different lags or average exposure across several lags. The findings should, however, be viewed with caution due to the low number of events observed during the time frame. It is possible that the apparent lack of association may be accounted for by the timing of the seasonal RSV epidemic in relation to peaks in NO concentrations. A larger study incorporating a wider range of RSV and NO peaks would determine whether said peaks enhanced the number of RSV hospitalizations in children