General practice as a fortress: Occupational violence and general practice receptionists

Magin, Parker, Joyce, Terry, Adams, Jon, Goode, Susan and Cotter, Georgina (2010) General practice as a fortress: Occupational violence and general practice receptionists. Australian Family Physician, 39 11: 854-856.

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Author Magin, Parker
Joyce, Terry
Adams, Jon
Goode, Susan
Cotter, Georgina
Title General practice as a fortress: Occupational violence and general practice receptionists
Journal name Australian Family Physician   Check publisher's open access policy
ISSN 0300-8495
Publication date 2010-11
Sub-type Article (original research)
Volume 39
Issue 11
Start page 854
End page 856
Total pages 3
Place of publication South Melbourne, VIC, Australia
Publisher Royal Australian College of General Practitioners
Collection year 2011
Language eng
Formatted abstract
Background: Occupational violence is well documented among general practice receptionists, who are singularly vulnerable because they are placed in the general practice 'frontline'. One response to this threat has been to physically isolate reception staff from waiting room patients by having a perspex shield at the reception desk and a locked door between waiting room and staff areas.

A qualitative study employing semistructured interviews, an inductive approach and a thematic analysis. The study explored the experiences and perceptions of three receptionists who work in a practice with a perspex and lockdown system, and 16 who work in practices without these.

Results: Receptionists were universally positive about the safety measures for reducing risk. But there was also a view that these safety measures potentially compromise the feeling of a practice being patient centred by alienating patients from staff and, paradoxically, increasing levels of patient violence and staff fearfulness. Discussion: These safety measures, while viewed positively by receptionists, may have adverse effects on patient-staff relationships and exacerbate violence and increase staff fearfulness.
Keyword General practice
Qualitative research
Occupational medicine
Medical receptionists
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
School of Public Health Publications
School of Social Science Publications
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Citation counts: TR Web of Science Citation Count  Cited 2 times in Thomson Reuters Web of Science Article | Citations
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Created: Sun, 12 Dec 2010, 00:12:22 EST