Could it be the end of the GP receptionist and dreaded 8am rush?

Published: 21:18, 18 May 2026 | Updated: 21:18, 18 May 2026 A GP surgery is putting an end to the dreaded 8am rush by having its doctors answer the phone instead of receptionists. Scots needing to speak to their family doctor are all too used to having to wait in a lengthy phone queue. But patients at Dundee’s Newfield Medical Practice are able to call any time between 8am and 6pm to speak directly to a doctor, with there being no advantage to ringing early. At the centre of the model is an open-plan triage room where two or three GPs sit together through the day answering calls alongside administrative staff. Patients who need face-to-face appointments can still receive them, but many issues are dealt with over the phone through the provision of advice, reassurance or referral to another healthcare professional. David Ramsay, the surgery’s business manager, told The Courier: ‘The model we have happened by accident.  In 2020 during lockdown the admin staff were all off having to self-isolate. So the doctors moved into the office and started answering the phones, speaking to patients directly. ‘We then realised it was actually a really efficient way of doing things. It was quite a brave step at the time. But we took it forward and this model really has been a breath of fresh air.’ A GP surgery in Dundee is having its doctors answer the phone instead of receptionists The system has helped the practice cope with a growth in demand – with their books growing from 1,800 registered patients to around 7,800. But the surgery said it was not a simple fix which could easily be copied, and it needed complete commitment from the staff. Mr Ramsay said: ‘It would be very difficult to sell our approach to GP practices which have the existing traditional method.’ And Dr Chris Provan, chairman of the Royal College of General Practitioners Scotland, warned that what worked in one practice would not necessarily work in another. He said: ‘As GPs we share our patients’ frustration when it comes to difficulties accessing appointments. ‘The reason patients can have difficulty accessing their GP is the growing mismatch between workforce capacity and patient demand.’ Dr Provan said GP numbers had fallen while registered patients had increased – at a time when an ageing population means people need more complex care. He added: ‘We welcome all efforts to address challenges. ‘However, patients should be aware that what works in one practice will not necessarily work in another, so solutions must be tailored to local circumstances and needs. ‘Ultimately, the most effective way to improve access is through sustained investment in the general practice workforce and recruiting more GPs to expand capacity and increase appointment availability.’ Dr Provan welcomed Scottish Government funding for general practice, which is earmarked for workforce expansion, and Holyrood’s commitment to improving GP phone systems and websites. A Scottish Government spokesman said: ‘As previously stated by ministers, the Scottish Government is committed to investing an additional £531million in general practice over the next three years.’ No comments have so far been submitted. Why not be the first to send us your thoughts, or debate this issue live on our message boards. By posting your comment you agree to our house rules. Do you want to automatically post your MailOnline comments to your Facebook Timeline? Your comment will be posted to MailOnline as usual. Do you want to automatically post your MailOnline comments to your Facebook Timeline? Your comment will be posted to MailOnline as usual We will automatically post your comment and a link to the news story to your Facebook timeline at the same time it is posted on MailOnline. To do this we will link your MailOnline account with your Facebook account. We’ll ask you to confirm this for your first post to Facebook. You can choose on each post whether you would like it to be posted to Facebook. Your details from Facebook will be used to provide you with tailored content, marketing and ads in line with our Privacy Policy.