Beyond the front desk

On 2 July 2026, the Healthwatch North East and North Cumbria network brought together GP reception staff from across the region to share their experiences of working on the frontline of primary care. 

Drawing on established and trusted relationships built over many years with GP practices, communities and system partners, Healthwatch was able to engage reception staff from across North East and North Cumbria and create a supportive environment where people felt comfortable sharing their experiences openly and honestly. 

The workshop was delivered by Professor Anthony Montgomery, Professor of Occupational and Organisational Psychology, and facilitated by Healthwatch colleagues from across the NENC network. 

Developed in partnership with Workforce Voices and the NIHR Partnership for Workforce Sustainability, the event combined the research expertise of the NIHR team with Healthwatch's experience in engagement, participation and creating trusted spaces where people feel heard.