16.02.2023
3.12 pm Arrival at the surgery
Notes are gathered from 3.14 pm to 3.45 pm to understand the ethnography of GP Surgery based in Doagh Road, N.I.
This ethnography report is a part of group research to understand what are the day-to-day activities that take place in the reception area of a GP practice. Our group research project is to find a solution to reduce hostility towards GP Surgery Receptionists who frequently face aggressive patients due to the nature of their job.
The surgery practice has all the post-pandemic rules ongoing like ‘maintain distances’ and ‘wear a mask while attending appointments’ posters around the premises and everyone is wearing face masks.
There are plastic shields raised to protect staff to avoid getting in close contact with the public and patients visiting the surgery for different reasons.
The office area had coolfm radio station on.
Receptionists, the rest of the staff, and doctors were at ease, working away cheerfully and some even humming to the music at a chance to do so.
The total staff in the reception was 2 with 1 member of staff in the office area beside it.
During the time frame of my visit, total 13 visitors came in and left. Among them:
Only one among the visitors who walked in was a bit noisy, shouting happily at her dog who could be seen waiting outside with another person.
All of those who walked in during the period were polite, and courteous, thanking the receptionist, and the same behaviour from the receptionist too. Specifically, one person who was told that the doctor has forgotten to prepare the prescription as promised so it will be ready for collection tomorrow showed understanding behaviour, thanked, and left.
Receptionists were working all the time - picking up phone calls and performing other tasks, very prompt with providing what the people who walked in wanted and courteous.