700 Section - Between Bureaucracy, Communication, and Empathy: Guidelines for Front Desk Staff in Physiotherapy Practices Treating Oncology Patients

The number of cancer patients seeking outpatient physiotherapy is increasing, creating complex demands for physiotherapy practices. While clinical expertise and therapeutic interventions are well researched, the reception desk has received little attention despite being the first and often most frequent point of contact for patients. This study aims to identify key challenges faced by reception staff and to develop a structured, evidence-based guideline to improve patient experience, staff support, and practice quality.

Design:

A literature-based conceptual analysis was conducted, drawing on oncology guidelines, rehabilitation frameworks, and communication research. Administrative, organizational, and psychosocial aspects of reception work in oncology care were synthesized. From this synthesis, a practical guideline was derived, emphasizing communication strategies, scheduling models, administrative checklists, and staff training.

Results:

Three core areas of challenge were identified: (1) Administrative complexity related to prescriptions, approvals, and co-payments; (2) Organizational demands such as scheduling flexibility around chemotherapy cycles, fatigue, and immunosuppression; and (3) Psychosocial intensity, requiring empathy, resilience, and professional boundaries in interactions with patients and relatives. The resulting guideline proposes structured communication techniques, flexible scheduling with buffer times, standardized administrative procedures, and ongoing staff sensitization through training and supervision.

Conclusions:

Reception staff play a crucial role in the oncological care pathway within physiotherapy practices. Their tasks extend beyond administration and significantly affect patient satisfaction, therapy adherence, and staff well-being. A structured guideline provides orientation, reduces complexity, and strengthens the role of reception staff as active members of the therapeutic team. Implementation requires adequate resources, continuous training, and a culture of appreciation. By establishing clear standards and supporting reception staff, physiotherapy practices can enhance both care quality and working conditions in this sensitive field.