Being the gatekeeper between patients and doctors is a tough job for the Practice Manager. Constrained finances typically mean there are not enough doctors to adequately meet daily demands. Additionally managing the daily expectations of patients and genuine emergencies can pile the pressure on.

A job that is not always fully appreciated by the general public; few people outside the profession fully understand the stress that the role can bring.

Survey results

The pressure of managing frontline operations in a GP practice was highlighted recently. In a survey of 216 UK practice managers researchers found that:

• An overwhelming 96% were experiencing an increase in the complexity of their workload
• 95% also said that the intensity was rocketing with 90% reporting rising stress levels
• 79% felt forced to increase their working hours
• 67% of practice managers had contemplated quitting their job as a direct result of the increased pressure. Of this group:
  • 64% were considering a move out of general practice to escape the stress whilst
  • 42% had thought about getting out of the NHS completely
  • 35% admitted that the rising stress had made them consider reducing their hours or retiring completely.
• Many participants said that a drop in funding had caused resourcing issues for receptionists, admin staff and practice managers
• Juggling CQC requests and paid work as well as general administrative duties was highlighted as a particular concern
• Some work was constantly being shuffled lower in the list of priorities due to a lack of time

Set to worsen

Unfortunately the findings of the survey are far from isolated. A new government programme will see some surgeries opening for extended hours and there are calls for all practices to adopt the new regime within the next five years.

Whilst longer appointment hours will help patients it isn’t clear yet what extra funding is going to be available. Many practice managers and receptionists are concerned about the potential impact of these changes.

BMA Deputy Chairman Dr Kailash Chand warned that morale amongst practice managers is the lowest he has seen in more than 35 years, describing the current situation as a ‘serious workforce crisis’.

The CEO from the Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR), Tom Brownlie, echoed this view but said at present there was ‘little prospect of improvement’.

Dealing with stress

Prolonged exposure to stress is likely to have a very detrimental impact on your health so it’s important to take some steps to try and reduce the impact.

Taking regular exercise, avoiding alcohol, caffeine or cigarettes can prevent bad habits from forming.

A change of mind-set can also provide some respite; accepting that you won’t be able to do everything and focusing on what you can do can reduce your stress levels. Constantly fighting to get everything done is likely to lead to health problems in the long term.

If you think your health is suffering because of the stress caused by your workload, talk to the partners in your practice.  As CEO Tom Brownlie pinpointed, practices ‘cannot function without the administration staff’.