Workshop Objective

The aim of these workshops are to equip your reception staff with the necessary knowledge and skill to work effectively in general practice. The workshops will cover the following aspects of being a receptionist

  • Understanding the NHS
  • Roles & Responsibilities of the Receptionist
  • Providing Services to Patients
  • Confidentiality in General Practice
  • Communication & Customer Service

Workshop Pirce

The standard rate for this programme of five half day sessions costs £2975 + VAT.

This is for up to 20 delegates and includes all workshop material and trainer costs.

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Workshop Agenda

Level 1: Understanding the NHS

This workshop is designed specifically for receptionists working in the primary care sector.

This workshop will introduce the overall receptionist programme as well as bringing delegates up to date with local and national developments within the primary care sector of the NHS.

The workshop will provide knowledge and information on the structure of both the local and national NHS as well as focusing on the work of the CCG and the Care Quality Commission and how services are developing.

The topics that will be covered include;

  • Welcome and Introductions
  • Course administration
  • Overview of the five module programme
  • The NHS: history and background
  • National and Local NHS Structures
  • Where and how services are delivered
  • Who’s who in the primary health care team
  • Who does what in the wider NHS
  • CQC regulation
  • GPs as independent contractors
  • Duties of a Doctor
  • GMS, PMS Contracts
  • Quality services
  • Session summary and final questions
  • Preparation for the next session

Level 2: The Role & Responsibilities of the Receptionist

This workshop is designed specifically for receptionists working in the primary care sector.

The aim of this workshop is to examine the key role and responsibilities of the receptionist and to focus on the skills and knowledge required to fulfill this role effectively.

Delegates will learn about the importance of effective teamwork as well as addressing some of the common areas of work carried out by the receptionist such as patients registrations and prescribing.

The workshop will also look briefly at performance appraisal and how to use self development activities to develop skills and knowledge.

The topics that will be covered include;

  • Welcome and Introductions
  • Welcome and workshop objectives
  • The role of the Receptionist
  • Skills and Knowledge
  • Teamwork in Primary Care
  • Patient Registrations
    • New Registrations
    • Non-Registered Patients
    • Patients from Overseas
  • Prescribing
    • The Receptionist’s Role
    • Language and Terminology
    • Prescribing Procedures
  • Developing skills and knowledge
  • Performance appraisal
  • Preparation for the next session

Level 3: Providing Services to Patients

The primary objective of this workshop is to provide delegates with an understanding of the needs of their patients and how their population group is made up. Delegates will learn about diversity and its impact upon health and healthcare and the nature of fair and unfair treatment. Delegates will also examine the impact of disability and the workings of the Equality Act.

The first section will conclude with a look at the NHS complaints procedure and its implementation in general practice. The second part of this workshop will concentrate on health and safety at work with a focus on the key issues to ensure that staff protect themselves and others from the risks at work.

The topics that will be covered include;

  • Welcome and Introductions
  • Who are your patients: the local population make up
  • Cultural and religious beliefs
  • Their impact upon health and the need for healthcare
  • The Equality Act  2010
  • Complaints in the NHS
  • National and local procedures
  • Support for patients: PALS
  • Handling complaints effectively
  • Health and safety law: how does it affect you at work
  • Your personal responsibilities
  • Assessing the risks you face
  • Working safely
    • Display Screen Equipment
    • Hazardous Substances
    • Personal Safety
    • Other Risks
  • Preparation for the next session

Level 4: Confidentiality in General Practice

This workshop is designed to provide delegates with the knowledge they require to ensure confidentiality in a general practice setting. The workshop will give them an understanding of the key guidance and legislation as well as practical ways in which confidentiality should be maintained.

The workshop will use common scenarios and examples to examine the risks and the appropriate actions that should be taken. Delegates will conclude with an action plan to clarify the key improvements or changes that need to be implemented.

The topics that will be covered include;

  • Welcome and Introductions
  • Confidentiality in general practice: why is it important?
  • The Guidance
    • The Data Protection Act 1998
    • Caldicott
    • Other NHS guidance
  • Identifying the confidentiality risks
    • Conversations
    • Patients Viewing Information
    • Telephone
  • Transmitting information
  • Access and disclosure of information
    • To the Patient
    • To Third Parties
    • Within the NHS
  • Confidentiality code of conduct: the standards required
  • Security in practice: protecting confidential information
  • Questions & action planning
  • Preparation for next session

Level 5: Communication & Customer Service

This workshop is designed to provide delegates with the knowledge and skills they require to make a positive impact at work. The workshop will look at all aspects of communication between the practice and the patients and will cover positive communication in a variety of ways.

Delegates will look at assertiveness, good telephone techniques and using positive language and body language. All of these aims to reduce the potential for communication failure and the disruption this can bring.

The topics that will be covered include;

  • Welcome and Introductions
  • The importance of communication
  • Communication barriers and breakdowns
  • Communication and good customer service
  • Positive language
  • The NHS Zero Tolerance campaign
  • Communication with the telephone
  • Assertiveness at work
  • Dealing with unhappy patients
    • Saying No
    • Assertive Body Language
  • Assertiveness techniques
  • Preparation for the next session