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.
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.
| Original language | English |
|---|---|
| Journal | Emergency Nurse |
| Publication status | Accepted/In press - 23 Oct 2024 |
