Exploring the role of receptionists in emergency departments: A scoping review

Gorick, Hugh and Zile, Amy (2025) Exploring the role of receptionists in emergency departments: A scoping review. Emergency Nurse. ISSN 1354-5752

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Abstract

Background: Receptionists are key parts of emergency departments, helping ensure the functioning of the department as a whole. However, there appears to be a dearth of research about them and their role. This study set out to map current research about receptionists in emergency departments. Methods: The study used a scoping review framework. A research question was developed with SPICE, which was used to target searches on key databases. Identified papers were dual screened by two reviewers blinded to each other’s decisions. Included papers had data extracted onto a standardised template before being analysed using research synthesis by configuration. Results: 23 studies published from 1974 to 2024 met the inclusion criteria. Few studies focussed on receptionists specifically, instead including them as part of a larger population. Findings were grouped into four themes: Assessment, Experiences, Beliefs, and Interventions. Conclusions: There exists limited research about receptionists in the emergency department. What evidence there is suggests receptionists in emergency departments experience workplace violence as well as mental pressure. There is some evidence that receptionists have input into triage assessment processes. Recommendations for practice are made, and the need for further research into all aspects of the emergency department receptionist role is highlighted.

Item Type:	Article
Uncontrolled Keywords:	sdg 16 - peace, justice and strong institutions ,/dk/atira/pure/sustainabledevelopmentgoals/peace_justice_and_strong_institutions
Faculty \ School:	Faculty of Medicine and Health Sciences > School of Health Sciences Faculty of Medicine and Health Sciences > Norwich Medical School
UEA Research Groups:	Faculty of Medicine and Health Sciences > Research Centres > Lifespan Health
Related URLs:	https://journals.rcni.com/emergency-nurs...
Depositing User:	LivePure Connector
Date Deposited:	12 Nov 2024 16:30
Last Modified:	06 Feb 2025 12:26
URI:	https://ueaeprints.uea.ac.uk/id/eprint/97668
DOI:	10.7748/en.2025.e2220

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