Our story

How it started

Our story began in 2022 in a GP practice in Staffordshire. Although the practice was highly regarded locally, we were receiving concerning comments and reviews about patients’ experiences with our reception team. This was difficult to understand. We had a friendly, committed group of people who appeared to be doing their jobs well.

We decided to look more closely. By listening to calls and observing everyday interactions, we began to notice recurring gaps in communication skills and practical knowledge. These challenges affected both experienced employees and those who had only recently joined the practice.

The problem wasn’t the people—it was the preparation they had been given. Like many practices, we had no structured training programme for our administrative team. New employees could find themselves answering calls within days of starting, following only a brief conversation with a more experienced colleague.

Most training involved watching someone else perform the role and then trying to replicate it.We knew something had to change.We developed a straightforward training programme focused initially on customer service and communication.

Gradually, we began to see a real difference. Our team became more confident, patient experiences improved and positive feedback increased. Just as importantly, our receptionists began to feel more capable and to enjoy their work.

From one practice to a wider mission

What began as a solution for our own practice soon became something much bigger. Conversations with neighbouring practices showed us that we were not alone. GP teams across the country were facing similar challenges: administrative staff were being asked to handle increasingly complex situations without consistent, role-specific training.

We continued developing the programme, expanding it beyond communication skills to include the practical knowledge GP administrative teams need in their everyday roles.

Today, The GP Admin Library provides accessible, on-demand training designed specifically for general practice administrative staff. It helps teams build the skills, knowledge and confidence they need to support patients and work effectively.

Our mission is simple: to challenge the outdated “dragon behind the desk” stereotype by giving GP administrative teams the high quality training and recognition they deserve.