GP receptionists play a "hidden" role in ensuring patients get the correct treatments when they need them, says a study in the British Medical Journal.
Researchers from Queen Mary, University of London, analysed how four UK surgeries organised repeat prescriptions.
They found that receptionists used their knowledge and experience to make a computer-based process run safely.
Training should not just focus on technology, says the study.
Repeat prescriptions are defined as prescriptions issued without a consultation between the GP and patient.
They account for up to three-quarters of all drugs prescribed and four-fifths of drug costs in UK general practice. Around half of all registered patients receive treatment by repeat prescription and rates are rising, the authors of the study say.
With electronic records and computer systems in most GP practices, patients assume that issuing these prescriptions is a simple, automated process.
But this study, in which researchers spent 395 hours directly observing the work of receptionists and other administrative staff, found repeat prescribing to be a complex, technology-supported social practice, requiring collaboration between clinicians and administrative staff.
Researchers from Queen Mary, University of London, analysed how four UK surgeries organised repeat prescriptions.
They found that receptionists used their knowledge and experience to make a computer-based process run safely.
Training should not just focus on technology, says the study.
Repeat prescriptions are defined as prescriptions issued without a consultation between the GP and patient.
They account for up to three-quarters of all drugs prescribed and four-fifths of drug costs in UK general practice. Around half of all registered patients receive treatment by repeat prescription and rates are rising, the authors of the study say.
With electronic records and computer systems in most GP practices, patients assume that issuing these prescriptions is a simple, automated process.
But this study, in which researchers spent 395 hours directly observing the work of receptionists and other administrative staff, found repeat prescribing to be a complex, technology-supported social practice, requiring collaboration between clinicians and administrative staff.
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