‘…but I just prefer to treat everyone the same…’: general practice receptionists talking about health inequities
Rowan Manhire-Heath
A D , Donna Cormack B and Emma Wyeth C
A Department of Public Health, University of Otago, Wellington, c/o Health Improvement and Equity Directorate, Hawke’s Bay District Health Board, Private Bag 9014, Hastings 4153, New Zealand.
B Te Rōpū Rangahau Hauora a Eru Pōmare, University of Otago, Wellington, PO Box 7343, Newtown, Wellington 6242, New Zealand.
C Ngāi Tahu Māori Health Research Unit, Department of Preventive and Social Medicine, University of Otago, PO Box 56, Dunedin 9054, New Zealand.
D Corresponding author. Email: rowanmanhireheath@gmail.com
Australian Journal of Primary Health 25(5) 430-434 https://doi.org/10.1071/PY19026
Submitted: 10 February 2019 Accepted: 11 July 2019 Published: 11 September 2019
Abstract
General practice receptionists are positioned at the beginning of a patient’s journey within the healthcare system, yet their influence on a patient’s experience is unknown. The limited data on, and research involving, general practice receptionists both in New Zealand and internationally is evidence of this. This research undertook an exploration of the discourses used by a group of general practice receptionists in Wellington, New Zealand to discover how they talk about, and represent, health inequities. Eight in-depth semi-structured interviews were conducted, guided by Social Constructionism and Decolonising Theory. Three reoccurring patterns of discourse were identified: discourses about the social determinants of health; discourses about Māori culture and behaviour; and discourses about egalitarianism. Further, narratives that could be seen as deficit-focussed or victim-blaming were identified. Racism was not directly discussed by participants as a health determinant. The findings support the need for training guided by cultural safety and anti-racism principles to be available for all general practice receptionists.
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