General practice relies on a wide range of non-clinical staff to ensure patients receive timely, effective and compassionate care. These team members play a vital role in supporting patients, clinicians and the wider practice team, helping services run efficiently and ensuring patients have a positive experience when accessing care.

Depending on the size of the organisation, roles may include receptionists, care navigators, patient services advisors, medical secretaries, administrators, digital and IT support staff, and managers. In smaller practices, staff may undertake a variety of responsibilities across several areas.

Receptionists and Care Navigators

Receptionists and care navigators are often the first point of contact for patients, whether in person, by telephone or online. They play a key role in helping patients access the right service at the right time.

Skills required include:

• Excellent communication and interpersonal skills
• Customer service skills
• Ability to remain calm under pressure
• Managing difficult conversations and conflict
• Understanding confidentiality and data protection requirements
• Effective use of digital systems and technology

Patient Services Advisors and Call Handling Staff

Some larger practices employ dedicated staff to manage incoming telephone calls, online queries and appointment requests. These roles support patient access and ensure enquiries are directed appropriately.

Skills required include:

• Excellent telephone manner
• Strong verbal communication skills
• Customer service skills
• Good organisational skills
• IT literacy and digital confidence
• Ability to work efficiently in a busy environment

Medical Secretaries

Medical secretaries support clinicians by managing correspondence, referrals and patient records. They liaise with healthcare organisations and help ensure patients progress smoothly through their care pathways.

Skills required include:

• Excellent administrative and organisational skills
• Attention to detail
• Good keyboard and IT skills
• Understanding of medical terminology
• Strong written and verbal communication skills
• Ability to manage confidential information

Administrative Staff

Administrative staff provide essential support across a range of areas, including patient registrations, recalls, data quality, reporting and operational processes.

Skills required include:

• Organisation and time management
• Attention to detail
• IT and digital skills
• Data management skills
• Effective communication
• Teamworking

Digital and IT Support 

Some primary care organisations employ dedicated digital or IT support staff, while others access support through external providers or shared services. These roles help maintain digital systems, information governance and cyber security.

Skills required include:

• IT and technical knowledge
• Problem solving
• Information governance awareness
• Cyber security awareness
• Communication and training skills

Career Development

There are a variety of progression opportunities for reception, administration and support staff within primary care. Career pathways vary between organisations but may include progression into:

• Senior Receptionist or Reception Team Leader
• Patient Services Manager
• Medical Secretary Team Leader
• Operations Manager
• Practice Manager
• PCN administration and management roles
• Digital and information management roles

For more information about progression into management roles, please visit our Practice Management section.

To view the support staff career pathway, please click on the image below.

Training Opportunities

A range of training opportunities are available to support reception and administration staff in developing their knowledge and skills. Examples may include:

• Customer Service
• Care Navigation
• Medical Terminology
• Conflict Resolution
• Making Every Contact Count (MECC)
• Digital and IT Skills
• Information Governance and Data Security
• Communication Skills
• Leadership and Management Development

Training opportunities may be available through the BSW Training Hub, Wessex LMCs, AMSPAR and other local and national providers.

Further Information 

• Wessex LMCs: www.wessexlmcs.com
• AMSPAR (Association of Medical Secretaries, Practice Managers, Administrators and Receptionists): www.amspar.com