The Call I Just Took

You don’t know what happened on the call they just took …

Receptionists are not ‘just admin’ — they are patient advocates, navigating complex systems to get people the care they need. They are the gateway to the clinical team, and without them, there is no access.

At Langley House, we are joining the national campaign from the Institute of Practice Management to call for compassion when speaking with our reception team and ask that you listen to this video. When speaking with our front line team, you don’t know what happened on the call they just took. Protecting our reception teams protects your access to care. Constant abuse can push our staff to breaking point and we risk losing skilled staff who can no longer absorb the emotional toll.

Thank you.