Spalding and Boston GP explain why receptionists ask questions

Doctors’ receptionists ask a lot of questions to ensure that you receive the right care, according to two GPs who sought to explain their role.

Lincolnshire Integrated Care Board has explained that reception staff help to ensure that patients get timely and effective care while ensuring GP appointments are reserved for the right cases.

Dr Naseer Khan, Clinical Director of Spalding Primary Care Network, says the questions are about ‘setting the stage for better outcomes’.

He said: “Care navigators are often the first line of support for patients, and the questions they ask aren't just procedural—they're vital to ensuring that patients receive the right care at the right time.

“Their ability to ask the right questions can make all the difference in connecting patients to the resources they need and streamlining the care process. It's not just about collecting information; it's about setting the stage for better outcomes."

The ICB says that patients who share they have joint or muscle pain could be referred to a First Contact Physiotherapist rather than waste time going to a GP first.

While a clinical pharmacist could provide expert advice on medication, again without a need to speak to a GP, while an advanced nurse practitioner is best to speak to about blood tests.

Dr Divya Kuttappan, a GP at Parkside Medical Centre in Boston, said: "Our reception team is here to help you navigate a wide range of healthcare services, not just to book appointments. By sharing a little about why you’re calling, you enable them to guide you to the right professional, saving time and ensuring you receive the best care possible."

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