This NHS Greater Glasgow and Clyde video features Louise McGregor, a GP receptionist, describing the receptionist role as part of patient care. She covers answering calls, booking appointments, following up clinic information, handling results work and helping patients find the appropriate route for their concern.

The video explains that receptionists ask about the reason for contact to identify what support is needed and which route fits practice process. Examples include appointments, telephone consultations, signposting to pharmacy, physiotherapy, advanced nurse practitioner or mental health services, and urgent escalation when required by the practice process.

Louise says these questions help find the quickest useful route, which may not always be a GP appointment. She states the questions are not intended to invade privacy but to direct the patient to the right service, and she emphasises the value of rapport and ongoing relationships with patients.