Health chiefs in Swansea are launching the courses after a surge in NHS complaints.

The courses aim to make receptionists more approachable and more cheerful.

They will also be taught how to defuse difficult situations involving angry patients, according to a report in Doctor magazine.

A spokeswoman for Swansea Local Health Board said discussions are underway to decide what form the training will take.

Powerful players

GP receptionists are powerful players in the NHS, with many deciding who can and cannot see their doctor.

As a result, they often bear the brunt of patients' anger when they are not given immediate appointments.

I think training for receptionists is essential Dr Ian Millington, Swansea GP

Dr Ian Millington, who represents local GPs in the area, welcomed the move.

"I think training for receptionists is essential. I think the health board has the right idea," he told BBC News Online.

Dr Millington suggested complaints against receptionists were usually as a result of problems in the NHS rather than problems with their personalities.

"There has been an image of some receptionists being dragons but I like to think we have moved on from that.

"I think the problem is that receptionists are there on the frontline.

"One of the difficulties with being on the frontline is that you are the first point of call if services behind you aren't able to deliver what patients expect and what they have been promised by politicians.

"In that situation, receptionists may be seen as obstructionist or difficult. They may come across as unresponsive and miserable."

But he added: "I am amazed at how often patients are rude to reception staff.

"How can you be cheerful if you spend all your time being shouted at.