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

The video explains that receptionists ask about the reason for contact so they can identify the support needed and the most suitable route within the practice process. Examples include appointments, telephone consultations, signposting to pharmacy, physiotherapy, advanced nurse practitioner or mental health services, and urgent escalation when required.

Louise emphasises that questions are not about invading privacy but about directing the patient to the right service. She also highlights the value of rapport and ongoing relationships with patients.