Exploring the role of receptionists in emergency departments: a scoping review.

Abstract

Receptionists have an important role in emergency departments (EDs), helping to greet and register patients and ensure the smooth functioning of the department. However, there appears to be a dearth of research about the extent of their role. This article details a scoping review that aimed to map current research about the role and responsibilities of ED receptionists. It found that there is limited research on this topic, with few studies focusing on receptionists specifically. What evidence there is suggests that ED receptionists may experience stress and workplace violence, so strategies should be devised to ensure their safety. There is also some evidence that at times ED receptionists have input into triage processes, but that managers should ensure triage is only conducted by trained clinical staff.