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X-WR-CALDESC:Events for PMA
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DTSTART;TZID=Europe/London:20260817T130000
DTEND;TZID=Europe/London:20260817T160000
DTSTAMP:20261005T122708
CREATED:20260609T092905Z
LAST-MODIFIED:20260814T075324Z
UID:18195-1786971600-1786982400@pma-uk.org
SUMMARY:Customer and Conflict Management Virtual Workshop
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice. \nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this. \n\n\nThursday\, 22nd October 2026\nTiming: 1pm – 4pm \n£85.00 per person\nAfter registering\, you will receive a confirmation email containing payment details and joining instructions. \n\nRegister for this workshop here\n\n\nAgenda\n\n\n\n\n\nIntroduction\, Objectives\, Why are we here?\n\n\nKey Characteristics of Excellent Customer Service  \n\nFirst Impressions\nLast Impressions\n\n\n\n\nComplaints  \n\nUnderstand why we need to listen\nRespond and act (also at Practice level)\nNHS Complaints Process and your responsibilities & management of challenging patients\nMain areas of complaints in practices\nAvoiding complaints\n\n\n\n\nCommunications  \n\nFace to face communications\n3 V’s of Communication\nNon-verbal Communications\nGreat Communication\nThings to Avoid\nProfessional Touches\n\n\n\n\nListening for Success  \n\nActive Listening\nOpen vs Closed Questions\nContext\, include examples\nRisk Assessment – developing a safe environment\nTriggers\n\n\n\n\nConflict  \n\nEscalate or De-escalate\nManaging Difficult Conversations\nRecognising the signs\nAssertiveness\nTake Action\nThings to Remember\n\n\n\n\nUnderstand how to effectively communicate with patients  \n\nDifferent types of communication\n\nKey Characteristics of Excellent Customer Service\n\n\nDealing with demanding and aggressive patients\nUtilising feedback to make improvements\nEngagement and participation\nImprove patient education\nProviding excellent customer care\n\n\n\n\nQ&A\n\n\nClose
URL:https://pma-uk.org/event/customer-and-conflict-management-virtual-workshop/
CATEGORIES:S-Workshops
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260818T080000
DTEND;TZID=Europe/London:20260818T170000
DTSTAMP:20261005T122708
CREATED:20260609T093059Z
LAST-MODIFIED:20260813T144758Z
UID:18212-1787040000-1787072400@pma-uk.org
SUMMARY:The next event as a test
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.\n\n\n\nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
URL:https://pma-uk.org/event/the-next-event-as-a-test/
CATEGORIES:S-Workshops
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260820T140000
DTEND;TZID=Europe/London:20260820T160000
DTSTAMP:20261005T122708
CREATED:20260721T093237Z
LAST-MODIFIED:20260813T144735Z
UID:18267-1787234400-1787241600@pma-uk.org
SUMMARY:Leadership & Change Management Virtual Workshop
DESCRIPTION:Welcome to the Leadership & Change Management Training Programme workshop designed to equip leaders with the skills and knowledge needed to drive organisational success and navigate the complexities of change. Throughout this workshop\, participants will explore various aspects of leadership\, from motivating teams to managing difficult conversations\, and learn how to implement effective change management strategies.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWelcome and Introduction to the workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSetting the scene  \n\n\n\nProgramme overview \n\n\n\nObjectives \n\n\n\n\n\n\n\n\nWhat is the role of the leader?\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhat is leadership?  \n\n\n\nMotivating people  \n\n\n\nDelivering results  \n\n\n\nContinuous improvement \n\n\n\n\n\n\n\n\nStaff Development – Performance Management & Measurement\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSetting\, communicating and maintaining standards and expectations. \n\n\n\nManaging unacceptable conduct or performance. \n\n\n\nChanging staff behaviours. \n\n\n\nStaff development  \n\n\n\nSuccession planning \n\n\n\n\n\n\n\n\nCreating the right climate\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhat does high challenge look like?  \n\n\n\nWhat does high support look like?  \n\n\n\nCreating the right relationships \n\n\n\n\n\n\n\n\n\nDriving high performance\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhere do your individuals and teams stand on the Development curve?  \n\n\n\nWhat is the best approach (leadership style/behaviour vs development level)?
URL:https://pma-uk.org/event/leadership-change-management-virtual-workshop/
CATEGORIES:S-Workshops
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260831T093000
DTEND;TZID=Europe/London:20260831T123000
DTSTAMP:20261005T122708
CREATED:20260609T093012Z
LAST-MODIFIED:20260813T144822Z
UID:18182-1788168600-1788179400@pma-uk.org
SUMMARY:HR & Employment Law Virtual Workshop
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.\n\n\n\nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
URL:https://pma-uk.org/event/hr-employment-law-virtual-workshop/
CATEGORIES:S-Workshops
ATTACH;FMTTYPE=image/jpeg:https://pma-uk.org/wp-content/uploads/2020/06/original_720924823-2-e1591290345421.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261006T093000
DTEND;TZID=Europe/London:20261006T113000
DTSTAMP:20261005T122708
CREATED:20260917T213104Z
LAST-MODIFIED:20260928T233605Z
UID:18614-1791279000-1791286200@pma-uk.org
SUMMARY:Introduction to Practice Management Virtual Workshop
DESCRIPTION:Introduction to Practice Management Virtual Workshop\n\n\n\n\n\nThis workshop is for NHS staff who are Practice or Admin Managers in Primary care who want to improve their operational delivery. During the workshop\, delegates will learn at how to identify barriers in their job\, improve the current practices\, processes and tasks\, understand how to monitor and log performance and how to overcome challenges. \n\n\n\nBy the end of the workshop delegates will be able to:\n\n\n\n\nUnderstand their role in the practice and be armed with the knowledge and tools to improve Operational Delivery\n\n\n\nIdentify and review the daily and weekly operational tasks\, and how to enhance them to work better for the practice\n\n\n\nMonitor and improve performance\n\n\n\nManage the Manager\n\n\n\n\nGuidance notes and will be provided to support this workshop and certificates of attendance are awarded after the workshop. \n\n\n\nDate: 6th October\n\n\n\nTime: 9:30am-11:30am\n\n\n\n£85.00 per person \n\n\n\nAfter registering\, you will receive a confirmation email containing payment details and joining instructions. \n\n\n\nRegister for the workshop here
URL:https://pma-uk.org/event/introduction-to-practice-management-virtual-workshop/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261007T080000
DTEND;TZID=Europe/London:20261007T170000
DTSTAMP:20261005T122708
CREATED:20260911T102548Z
LAST-MODIFIED:20260929T002245Z
UID:18589-1791360000-1791392400@pma-uk.org
SUMMARY:Best Practice Birmingham
DESCRIPTION:Best Practice Birmingham 2026\n\n\n\n\n\nBest Practice Birmingham and Respiratory Professional Care 2026 returns to the NEC Birmingham on 7-8 October\, bringing together primary care and respiratory healthcare professionals for two days of practical learning\, clinical updates\, and networking. \n\n\n\nDesigned to support clinicians and practice leaders navigating today’s healthcare challenges\, the event combines expert-led primary care education with dedicated respiratory content\, helping attendees deliver high-quality care with confidence. \n\n\n\nAttendees can expect: \n\n\n\n\nFree CPD-accredited education\n\n\n\nExpert-led conference sessions\n\n\n\nDedicated primary care and respiratory theatres\n\n\n\nLeading suppliers showcasing the latest innovations\n\n\n\nValuable networking opportunities\n\n\n\n\nWhether you’re a GP\, nurse\, pharmacist\, respiratory specialist\, allied healthcare professional\, or practice manager\, this is an opportunity to gain practical insights\, discover new solutions\, and connect with peers from across the sector. \n\n\n\nRegister for Free Here
URL:https://pma-uk.org/event/best-practice-birmingham/
CATEGORIES:External Event
ATTACH;FMTTYPE=image/png:https://pma-uk.org/wp-content/uploads/2026/09/Screenshot-2026-09-11-112106.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261012T080000
DTEND;TZID=Europe/London:20261013T170000
DTSTAMP:20261005T122708
CREATED:20260929T003354Z
LAST-MODIFIED:20260929T003906Z
UID:18770-1791792000-1791910800@pma-uk.org
SUMMARY:The Pharmacy Show 2026
DESCRIPTION:The Pharmacy Show 2026\n\n\n\n\n\nMeet PMA at The Pharmacy Show 2026 \n\n\n\nWe’re pleased to be attending The Pharmacy Show at the NEC Birmingham on 11–12 October 2026. \n\n\n\nAs an Education Partner\, PMA will be joining thousands of pharmacy professionals from across the UK for two days focused on the future of community and primary care pharmacy. \n\n\n\nThe event brings together pharmacy professionals\, sector leaders and organisations to explore the latest developments in pharmacy practice\, workforce development\, education and service delivery. \n\n\n\nCome and talk to us \n\n\n\nWhether you’re looking to develop your own skills\, support your team or explore apprenticeship and workforce development opportunities\, we’d love to meet you. \n\n\n\nFind out more about PMA’s training and apprenticeship programmes and speak to our team at the show. \n\n\n\nRegister for Free Here
URL:https://pma-uk.org/event/the-pharmacy-show-2026/
CATEGORIES:External Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261021T093000
DTEND;TZID=Europe/London:20261021T113000
DTSTAMP:20261005T122708
CREATED:20260928T231909Z
LAST-MODIFIED:20260928T231910Z
UID:18756-1792575000-1792582200@pma-uk.org
SUMMARY:Managing Practice Finances Virtual Workshop
DESCRIPTION:Managing Practice Finances Virtual Workshop \n\n\n\n\n\nTThis workshop is where practice finances and accounting systems are explained in a user-friendly\, interactive way. The session will give you an overview of your accounting system and walk you through a set of Practice Accounts. It will also cover superannuation and update you on the financial changes to expect for 2026/27. The module will be delivered as an interactive web workshop with practical guidance to enable participants to map the techniques and outcomes onto their own practice. \n\n\n\nObjective:\n\n\n\nParticipants will gain an understanding of practices finances and how to understand the accounts produced by your accountant. Good financial management should lead to reduced financial risk in the ever-changing world of general practice. \n\n\n\nDate: 21st October\n\n\n\nTiming: 9:30 am – 12:30 pm\n\n\n\n£85.00 per person\n\n\n\nAfter registering\, you will receive a confirmation email containing payment details and joining instructions. \n\n\n\nRegister for the workshop here
URL:https://pma-uk.org/event/managing-practice-finances-virtual-workshop/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20261022T130000
DTEND;TZID=Europe/London:20261022T160000
DTSTAMP:20261005T122708
CREATED:20260928T232804Z
LAST-MODIFIED:20260928T233114Z
UID:18758-1792674000-1792684800@pma-uk.org
SUMMARY:Customer and Conflict Management Virtual Workshop
DESCRIPTION:Customer and Conflict Management Virtual Workshop \n\n\n\n\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice. \n\n\n\nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this.. \n\n\n\nObjective:\n\n\n\nParticipants will gain an understanding of practices finances and how to understand the accounts produced by your accountant. Good financial management should lead to reduced financial risk in the ever-changing world of general practice. \n\n\n\nDate: 22nd October\n\n\n\nTiming: 1pm – 4pm\n\n\n\n£85.00 per person\n\n\n\nAfter registering\, you will receive a confirmation email containing payment details and joining instructions. \n\n\n\nRegister for the workshop here
URL:https://pma-uk.org/event/customer-and-conflict-management-virtual-workshop-2/
END:VEVENT
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