Workshop Objective

This workshop aims to equip front line staff with the necessary skills and confidence to safely and efficiently reduce the number of patients booking GP appointments for problems that could be dealt with by other practice staff or health service providers.

Workshop Price

Our Active Signposting (Care Navigator) course programmes are designed to specifically match the needs of the practices in your CCG. Please contact us to discuss your exact requirements and pricing.

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Workshop Agenda

Level 1

By the end of this workshop delegates will have a clear understanding of the value and importance of “Active patient signposting”. Both for improving the patient journey and for helping the Practice to manage workload more effectively and efficiently. This Level encourages understanding, awareness and impact on Services within General Practice. The topics that will be covered include:

  • Welcome, Introductions and Objectives
  • Knowing your practice population – Link with CQC
  • What is Active Signposting
    • What is it NOT
  • Active Signposting – Raising Awareness with your team
  • What skill set is needed and why.
  • The Next Steps
  • Action Plan

Level 2

By the end of this workshop delegates will have a clear understanding of the value and importance of “Active patient signposting”. Having the right skill set to do a job well is essential.  This workshop gives enhancement to normal good customer service skills to patients. There is a requirement that the staff member be skilled and confident in sensitively ascertaining the nature of the patients need. The workshop will focus on how to Communicate well with service users.  This level encourages learning that will aid the delegate to become the Star in Service Excellence. Level 2 incorporates an on line assessment for each candidate taken in their own time at the practice. The topics that will be covered include:

  • Welcome, Introductions and Objectives
  • Communication what is it?
  • Managing Difficult situations / difficult people
  • Building Confidence
  • Sensitivity in assessing patient needs.
  • Influence – what is it and how is it used
  • Active Listening
  • Empathetic questioning
  • Gaining the extra star in Service Excellence
  • Motivation to serve
  • Team objectives
  • Setting the standards of Performance and Evaluation
  • The Next Steps
  • Action Plan

Level 3

By the end of this workshop delegates will have a clear understanding of the value and importance of “Active patient signposting”.   This workshop is aimed at Team Leaders. There is a requirement that their staff members be skilled and confident in sensitively ascertaining the nature of the patients need and to understand that their practice population has differing needs. The team leaders will be the first point of reference that the Patient Participation Groups will call upon when Active Signposting begins. This level encourages understanding of the 6 population groups and the impact those groups have on services within General Practice.  Level 3 incorporates an on line assessment for each candidate taken in their own time at the practice. The topics that will be covered include:

  • Welcome, Introductions and Objectives
  • Our 6 groups
  • Who has the skills?
  • Where do we lack and what can we do.
  • Involve your Patient Participation Group
  • How do we educate our patients
  • What can the PPG do to promote Active Signposting.
  • Evaluations on how the  Active Signposting service is doing.
  • Who, When and how.
  • Team leading and cascasding of information
  • Delegation planner
  • What does smooth delivery of the AS role look like?
  • The promotion of reflective practice and how this work in General Practice
  • Support / Supervison for Team Leaders
  • The Next Steps – Action Planning

Level 4

Support the Practice Champion with dealing with new recruits to “Active patient signposting”.  Up skill Champions with the use of coaching and mentoring within the practice to develop the teams. Guidance on the introduction of an Induction Pack and tips on up skilling staff and keeping them at the cutting edge of General Practice innovations. Level 4 incorporates an on line assessment for each candidate taken in their own time at the practice. The topics that will be covered include:

  • Welcome, Introductions and Objectives
  • Train the Champion, how, who when.
  • Managing Difficult staff
  • Introduction of the Induction Pack.
  • Building Confidence with Coaching and Mentoring skills
  • Building a Coach contract with Team Leaders
  • Maintaining staff at Level 3 with confidence updates.
  • What has been working and what is not working
  • Evaluating and feeding back to the practice
  • Taking evaluation to the PPG
  • Looking ahead what is changing within the practice and the wider NHS
  • Who trains the new GP recruits
  • Going the extra mile with Patients.
  • Action Plan

Practice Manager Briefing

This workshop has been developed in partnership with locality Practice Managers.  The objective being that by the end of this workshop delegates will have an overview understanding of the value and importance of “Active patient signposting”. Both for improving the patient journey and for helping the Practice to manage workload more effectively and efficiently. This session aims to encourage understanding, awareness of the impact signposting can have on service provision within General Practice. Whilst at the same time  giving a practical understanding of the importance of not only MANAGING but also LEADING this improvement in your practice. The topics that will be covered include:

  • Welcome, Introductions and Objectives
  • What is Active Signposting
    • What is it NOT
    • How will you know if this is a change or an improvement
  • A brief project plan
  • Difference between Managing & Leading
  • Your Directory of Services
  • Raising Awareness with your team
  • Managing expectations
  • Performance coaching
  • The Next Steps
  • Action Plan