October 2025
The changing role of support staff
Medical receptionists and other administrative staff are increasingly asked to assist with patient-facing activities as practices respond to workforce shortages and operational pressures. Activities such as blood pressure checks, allergy patch testing, wound dressings and ear syringing do not all carry the same risks, and they should not be treated as interchangeable administrative duties.
Is it lawful for a receptionist to undertake a clinical task?
There is no single rule that permits or prohibits every clinical task by an unregistered employee. The answer depends on the procedure, applicable legislation, any reserved or restricted activity, the person’s actual competence, the clinical setting and the supervision available. A receptionist must not represent themselves as a registered nurse or other registered health practitioner when they are not. Registration and protected-title requirements must be respected. A practitioner should not assume that a task becomes appropriate merely because a doctor has requested it.
Training, competence and delegation
Before allocating a task, identify its clinical risks and determine whether it may lawfully be performed by an unregistered person. Assess and document the employee’s training, observed competence, limitations and ongoing reassessment. A past nursing qualification or prior experience is not a substitute for checking current registration, competence and the scope of the proposed role. Delegation should identify the responsible clinician, the instructions to be followed, escalation triggers and the level of supervision required. High-risk or invasive procedures should remain with appropriately qualified personnel unless a specific, defensible legal and clinical basis exists.
Consent and transparency
Patients should understand who is performing a procedure, that person’s role and the nature and risks of the procedure. Do not allow uniforms, job titles or introductions to imply that a receptionist is a registered clinician. Where informed consent is required, ensure it is obtained and documented appropriately. A patient’s willingness to proceed does not cure an unlawful or unsafe delegation.
Clinical supervision and accountability
A clear protocol should state when direct supervision is required, how observations and findings are recorded, who interprets results and how abnormal findings are escalated. Administrative staff should not independently diagnose, triage complex symptoms, provide clinical counselling or make treatment decisions beyond their competence and authority. Practices and individual clinicians may face professional, negligence or employment-related consequences where unsafe systems or inadequate supervision cause harm.
Employment and award considerations
Medical receptionists and many other support employees are covered by the Health Professionals and Support Services Award 2020 (MA000027), subject to its coverage rules. The award addresses classifications, duties, skills, training and remuneration. A material change to clinical duties should trigger a review of the position description, applicable classification, training, pay and employment arrangements. The award expressly contemplates duties within an employee’s skill, competence and training, consistent with classification.
Insurance and incident management
Confirm in writing with the practice’s insurer and the relevant practitioners’ medical indemnity insurers whether the proposed activities, supervision model and unregistered staff are covered. Do not assume that a general practice policy automatically covers every delegated procedure. Maintain incident reporting, clinical escalation, infection prevention and control, and emergency response arrangements.
Practical checklist for practice owners
Before clerical staff undertake any patient-facing clinical task, the practice should: (1) define the task and its risk; (2) confirm the legal and professional requirements; (3) document competence and training; (4) approve a written delegation and supervision protocol; (5) explain staff roles and obtain appropriate patient consent; (6) check award classification and employment terms; (7) confirm insurance cover; and (8) audit records, incidents and compliance regularly.
Conclusion
There may be a legitimate role for appropriately trained support staff in carefully defined patient-facing activities. However, efficiency should never displace patient safety, transparency or professional accountability. Practice owners should review their skill mix, clinical governance, delegation processes, employment documents and insurance arrangements before expanding a receptionist’s duties.
Karen Crouch | Managing Director, Health Practice Creations Group Pty Ltd
General information for Australian medical practices, with particular reference to NSW. Requirements depend on the procedure and jurisdiction. This article is not a substitute for advice about a particular delegation or incident.
