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GP Access Expectations for GP Receptionists and Care Navigators

Kind, realistic communication about access, delays and next steps

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GP Access Expectations
First Contact Expectations
Realistic Offers & Tone
Wider Team Roles & Confidence
Preferred GP Unavailable
Delays, Waiting & Call-Backs
Unavailable Options & Alternatives
Frustration & Complaints
Kindness & Consistency
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Delays, waiting and call-backs

Delays are frustrating, especially when patients are worried or have arranged their day around a call. Clear, realistic expectations reduce repeat calls and help patients know when to seek further help.

Avoid giving uncertain timings as if they were definite. If the practice can only offer a time window, give that window. If a task has been sent but not accepted, explain what the record shows and who is expected to act next.

When explaining delay

Say what has happened so far.
Say what is expected next.
Check contact details and any limits on safe contact.
Explain what will happen if a call is missed.
Use locally agreed wording for worsening symptoms or urgent change.
Escalate if the delay creates risk.

A delay is easier to tolerate when the patient knows who owns the request and what happens next.

Failed contact can become a safety issue. Wrong numbers, blocked calls, poor signal, hearing impairment, language barriers, shared phones, unsafe voicemail and missed call-backs all need local rules.

Record access barriers and follow the failed-contact process rather than assuming the patient was unavailable by choice.

Scenario

A patient says, "I waited all morning for a call and nobody rang." The record shows the task is still open, but you cannot tell whether it has been reviewed.

What should you avoid saying?

Do not say the clinician will definitely call in the next few minutes if you cannot confirm that.
Do not imply the patient has missed a call unless the record shows it.
Check the contact details and task status.
Follow the local process for chasing, updating or re-escalating the task.
Explain the next step clearly before ending the contact.

Optional: Not part of the course final assessment.

Another?

Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

Set clear, realistic expectations; use time windows rather than uncertain definite timings.
Explain what has happened so far, what is expected next, and who owns the request.
Check and confirm contact details and any limits on safe contact.
Explain what will happen if a call is missed and state the next steps before ending contact.
Use locally agreed wording for worsening symptoms or urgent change.
Escalate promptly if the delay creates a clinical risk.
Record access barriers (wrong numbers, blocked calls, hearing/language issues, unsafe voicemail) and follow the failed-contact process.
Avoid saying a clinician will definitely call imminently unless you can confirm it in the record.

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Course Snapshot

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Length: 45 minutes CPD (0.75 CE Credits)
Appropriate for: gp receptionist, care navigator, call handler, medical receptionist, practice administrator, reception manager, care navigation lead, patient access coordinator
Course Price: Free
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To receive a CPD certificate you must view all course pages while logged in, then take a MCQ assessment.
- 10 questions, pass mark 80%.
- You have unlimited attempts.

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Cite this resource

Harvard

Mecourse Lifelong Learning (2026) ‘Delays, waiting and call-backs’. Birmingham, UK: Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs [Accessed 12 May 2026].

Vancouver

Mecourse Lifelong Learning. Delays, waiting and call-backs [Internet]. Birmingham, UK: Mecourse Lifelong Learning; 2026 May 10 [cited 2026 May 12]. Available from: https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs.

Chicago

Mecourse Lifelong Learning. “Delays, waiting and call-backs.” 2026. https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs. Accessed May 12, 2026.

APA

Mecourse Lifelong Learning. (2026, May 10). Delays, waiting and call-backs. https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs

IEEE

Mecourse Lifelong Learning, “Delays, waiting and call-backs.” Mecourse Lifelong Learning. https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs (Accessed: May 12, 2026).

AMA

Mecourse Lifelong Learning. Delays, waiting and call-backs. Mecourse Lifelong Learning. Published May 10, 2026. Accessed May 12, 2026. https://www.mecourse.com/gp-access-expectations-for-gp-receptionists-and-care-navigators-delays-waiting-and-call-backs.

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