Frontline Operations & Patient Access

Our Frontline Operations & Patient Access workshops are designed to equip reception, administrative and clinical teams with the skills, knowledge and confidence needed to deliver safe, efficient and patient-centred services.  

Covering patient access, care navigation, triage, medical terminology, clinical coding, workflow management and customer service, these practical sessions help delegates optimise front-line operations, improve patient experiences and support effective demand management.  

Participants will gain the tools to navigate patient interactions confidently, prioritise care appropriately, improve data quality and contribute to a more responsive and efficient primary care service. 

Topics covered include:

• Access to Primary Care 
• Active Signposting/ Care Navigation 
• Capturing Medical Data: Summarising Medical Records 
• Chaperoning 
• Clinical Coding (Introduction & Advanced) 
• Correspondence Management & Workflow Optimisation 
• Effective Patient Encounters 
• Enhanced Care Navigation 
• Exceptional Customer Service Training 
• Health Literacy: Becoming a Health Literate Practice 
• Improving Patient Relationships 
• Integrated Patient Pathways 
• Medical Terminology (Introduction & Advanced) 
• Telephone Triage (Clinical & Non-Clinical) 
• Triage & Recognising Red Flags 

For more information on the PMA workshops or to develop a bespoke programme for your organisation, please get in touch.