There's a lot more to running a successful general practice than what happens inside the consulting room.
Behind every appointment, every patient interaction and every busy day is a team of people working together to keep things running smoothly.
From receptionists and nurses to practice managers and administrative staff, these are the people who help create a positive experience for patients and provide the support GPs need to focus on delivering quality care.
For our latest Beyond the Waiting Room feature, we caught up with DXC Medical Recruitment Consultant Shayla, whose career has taken her from medical reception and practice management to internal recruitment and, ultimately, GP recruitment.
Having experienced general practice from several different perspectives, Shayla shares what life behind the front desk is really like, the challenges practice teams face and why the relationships we build in healthcare can leave a lasting impression.
From Weekend Receptionist to GP Recruitment
Shayla's journey into general practice began at just 16 years old, working weekends as a receptionist at a skin cancer practice.
At the time, she had no idea that her weekend job would be the beginning of a career spanning almost a decade in the general practice industry.
Over the years, she gained experience across medical administration, practice operations, practice management and recruitment, developing a firsthand understanding of what it takes to keep a busy medical practice running.
Interestingly, her career also took her in a different direction along the way.
"I studied Criminal and Community Justice at university, completed my Bachelor's degree and even worked as a Youth Officer for DCJ," Shayla explains.
"While my career has taken a few different paths, working in healthcare has allowed me to combine my interest in people, problem-solving and making a difference in a way I find really rewarding."
Each role has given Shayla a different perspective on general practice, but there's one common thread that has remained throughout her career: the people.
"Reception taught me the importance of communication, patience and making people feel comfortable, often when they're feeling vulnerable. Practice management gave me a greater appreciation for everything that happens behind the scenes, and recruitment has allowed me to bring those experiences together."
There's More Happening Behind the Front Desk Than You Might Think
For many patients, a visit to their GP begins with a phone call or a conversation at reception.
From the outside, the role might appear relatively straightforward: answering phones, booking appointments, checking patients in and processing payments.
But as Shayla explains, the reality is far more complex.
"People often see reception as answering phones, booking appointments and checking patients in, but there's so much more to it."
On any given day, reception teams are balancing appointment availability, urgent patient requests, billing enquiries, administrative requirements and communication with doctors, nurses and external providers.
And often, all of these things are happening at once.
"You're constantly prioritising, triaging and problem-solving, and you have to be able to switch between tasks quickly while still making each patient feel like they're receiving your attention."
It's a role that requires patience, adaptability and the ability to remain calm under pressure, particularly when managing competing expectations.
Patients understandably want timely appointments, GPs need sufficient time to provide quality care, and practices must balance staffing, billing, compliance and financial sustainability.
Reception and administration teams are often the people bringing all of these moving parts together.
There is also a significant amount of work involved in keeping up with the changing requirements of Australian general practice.
From updates to Medicare Benefits Schedule (MBS) items and accreditation standards to broader regulatory and compliance obligations, practice teams need to continually learn and adapt, all while managing the day-to-day demands of a busy clinic.
It's a level of responsibility that can easily go unnoticed by those outside the practice environment.
The Patient Experience Begins Before the Consultation
One of the things Shayla feels most strongly about is the influence reception teams have on the overall patient experience.
"For many patients, reception is their first point of contact with a practice, and that initial interaction can shape how they feel about their entire visit."
Patients may be feeling anxious, unwell, frustrated or vulnerable when they arrive. A warm greeting, a little patience or simply taking the time to explain something clearly can make a meaningful difference.
But the impact goes beyond the reception desk.
Shayla believes the quality of a patient's administrative experience can directly influence what happens once they enter the consulting room.
"A doctor's time with each patient is valuable, and the last thing they should have to do is spend a large part of the appointment resolving a negative experience the patient has had at reception."
When that happens, valuable consultation time can be taken away from addressing the patient's clinical concerns.
Of course, clinical care remains at the heart of general practice, but the experience surrounding that care matters too.
"When reception and administration teams get things right, they help create the best possible environment for a positive and productive consultation."
It's a reminder that every member of a practice team plays a part in the quality of care patients receive.
What Makes a Great General Practice Team?
Having worked in both reception and practice management, Shayla has seen firsthand the difference a supportive, well-functioning team can make.
And in her experience, the most successful practices aren't necessarily those with the most sophisticated systems or the largest teams.
They're the ones where people communicate, respect each other's roles and work together.
"General practice is a team environment, and each role relies on the others to function effectively."
GPs rely on nursing and reception teams to help manage their days. Nurses need clear communication and support, while reception and administration staff need to feel valued by both clinical staff and management.
When communication breaks down, it can affect appointment flow, staff morale and ultimately the patient experience.
For Shayla, empathy, communication and adaptability are among the most important qualities of a great practice team member.
"You can teach someone how to use a practice management system, but it's much harder to teach genuine compassion, accountability and the ability to stay calm under pressure."
She also believes that some of the most valuable lessons in practice management come from the people around you.
Throughout her career, Shayla has worked alongside GP owners, practice managers responsible for more than 20 clinics and receptionists with over two decades of industry experience.
She describes many of those experienced colleagues as absolute treasure troves of knowledge.
"Those experiences taught me that a well-run practice is rarely the result of one person. It's built on shared knowledge, strong leadership, good communication and a team that supports one another."
While clear processes and financial sustainability are essential, Shayla believes a successful practice is ultimately one where patients receive quality care, doctors can do their best work and staff feel valued and supported.
Helping New GPs Feel at Home
One area where Shayla's experience in practice operations now influences her recruitment work is understanding the importance of a positive onboarding experience.
For a GP joining a new practice, particularly one relocating from overseas, the first few weeks can play an important role in shaping their experience.
And successful onboarding involves much more than completing paperwork and being shown around the clinic.
"Doctors need to understand how the practice operates, who to approach for support, what the expectations are and how the team can help them settle in."
From introducing a new GP to their colleagues and ensuring systems are ready, to explaining billing processes and checking in regularly, it's often the smaller details that make the biggest difference.
It's also important to recognise that every doctor arrives with different experiences and expectations.
Some may have spent years working in Australian general practice, while others are navigating the healthcare system for the first time.
"A little patience, practical support and a genuine interest in how they're settling in can make a lasting impression."
For Shayla, this understanding has become an important part of how she approaches GP recruitment today.
Bringing a Practice Perspective to GP Recruitment
Having worked within medical practices herself, Shayla understands that recruiting a GP involves much more than finding someone to fill an available position.
It's about understanding the people, the working environment and the longer-term needs of both the doctor and the practice.
"I understand that recruiting a GP isn't simply about filling a vacancy. It's about finding someone who suits the practice, the team, the patient population and the longer-term needs of the business."
Equally, she recognises that every GP has their own priorities.
Whether that's finding the right location, achieving a better work-life balance, building an established patient base or pursuing a particular clinical interest, the right opportunity will look different for everyone.
For internationally trained doctors, there can also be the added challenge of navigating unfamiliar registration processes, healthcare systems and workplace expectations.
Having seen how practices operate from the inside, Shayla is able to approach these conversations with an understanding of both sides.
"I want to understand what a practice genuinely needs, but I also want to make sure the doctor has the information and support to make an informed decision."
For her, the measure of a successful placement isn't simply that a vacancy has been filled.
It's knowing that both the GP and the practice feel confident they've made the right decision.
When Healthcare Relationships Come Full Circle
Looking back on her career, Shayla says one lesson has stayed with her through every role she's held.
People remember how you made them feel.
Earlier this year, she experienced a lovely reminder of just how lasting those connections can be.
While attending a routine skin check, Shayla was coincidentally seen by a GP who had worked at the very first practice she joined back in 2015.
"He recognised me immediately and was so excited to see that I was still in the industry."
But there was another surprise.
"I was just as proud to discover that the clinic we were sitting in was now his very own practice."
It was a full-circle moment that reminded Shayla of the relationships formed throughout a career in healthcare.
Today, she experiences something similar through her work in GP recruitment.
Doctors she has supported through the complexities of relocating to Australia sometimes reconnect years later, as they approach Fellowship or take the next step in their careers.
Some reach out simply to share their progress and let her know how much her guidance helped them feel more confident during an unfamiliar and often overwhelming process.
"Being able to build that trust is incredibly rewarding. It means a lot when a doctor trusts you to guide them through such a significant career and life change."
For Shayla, these experiences reinforce something she's believed since her earliest days in reception.
Whether you're welcoming a patient, managing a practice or helping a GP make an important career decision, the relationships you build matter.
Recognising the People Behind the Scenes
If there's one thing Shayla wishes more people understood about general practice, it's just how much work goes into creating the experience patients see.
A smooth appointment, a doctor running on time or a problem being resolved quickly at reception can involve considerable coordination, communication and problem-solving behind the scenes.
And while the clinical and administrative sides of general practice are often viewed separately, they're closely connected.
"General practice is also a business, a workplace and an essential part of the healthcare system, all at the same time."
The people managing appointments, supporting doctors, coordinating care and keeping practices operational all contribute to patient care, even if they're not providing it clinically.
"I think there's a tendency to separate the administrative side of healthcare from the clinical side, but in reality, they depend on each other."
It's a perspective that reflects Shayla's own journey, from her first weekend reception shifts to supporting GPs and medical practices across Australia today.
And perhaps the biggest takeaway from her experience is that a successful general practice isn't built around any one individual.
It's built around people who support one another, share their knowledge and recognise the important contribution every team member makes.
Because behind every great GP is a great practice team.
