New Animation Explains the Role of GP Receptionists

The video was co-produced with Healthwatch and BOB ICB (Buckinghamshire, Oxfordshire, Berkshire Integrated Care Board).

The Community Champions programme was established to tackle health inequalities through community-driven engagement. In 2022/23, the champions (dedicated volunteers from diverse backgrounds) gathered extensive insights from a range of communities, including Black African/Caribbean residents, refugees and asylum seekers, individuals experiencing homelessness, and those affected by drug and alcohol misuse. These insights revealed significant barriers to healthcare access across the city, such as:

• Language barriers and limited access to interpreters
• Feelings of stigma and distrust
• Long waiting times
• A lack of understanding of the NHS triage system

Refugees and asylum seekers, in particular, expressed confusion about the role of GP receptionists and differences between healthcare systems in the UK and their home countries. A common question was, “Why do I need to explain my medical needs to a receptionist?”

In response, the Community Champions, in partnership with BOB ICB and Healthwatch, created this animation to clarify the receptionist’s role in facilitating access to care.

To further address healthcare access barriers, the team has also produced four additional videos capturing residents’ experiences at GP surgeries. These have been shared with BOB ICB to be used as training resources for primary care staff. Healthwatch is also preparing a follow-up video to explain the translation services available at GP surgeries and how to provide feedback.

We extend our thanks to Sharon from the Communications team, as well as all our partners and champions who contributed to this project.

Watch the animation here and feel free to share it widely within your networks. Together, we can continue breaking down barriers to healthcare access across our communities.