This practical training programme is designed to equip GP receptionists, administrators, care navigators, and other frontline staff with the essential skills needed to deliver high-quality, patient-centred support in today’s primary care environment. The course focuses on some of the key areas that underpin effective practice operations and patient access whilst also supporting individual growth.

Training Objectives:

Delivered through interactive workshops with real-life scenarios and peer discussions, the programme supports frontline staff in developing the confidence and capability to work effectively in a fast-paced, evolving healthcare setting. Participants will gain knowledge and confidence in:

  • Guiding patients to the right care, at the right time.
  • Handling challenging situations professionally, managing expectations and enhancing the patient experience
  • Using clinical systems, online tools and digital platforms to streamline processes and support digital-first access.

Modules:

  • Module One: Care Navigation – Active Signposting
  • Module Two: Customer & Conflict Management
  • Module Three: Correspondence Management & Workflow Optimisation
  • Module Four: Digital Transformation: eservices
Contact us for registration details

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

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Who should attend?

Don't miss opportunity to work with leading specialists in this series of workshops.

  • Administrators, Care navigators, and other frontline staff.

Workshop Agenda

Module One: Care Navigation – Active Signposting

Welcome & Introductions
Introduction to Signposting

We will look at why Signposting is now a recognised tool to meet demand on GP time and how it can increase access. Discussion will explore the benefits, risks and limits of the approach.

  • Understanding what signposting is for
  • Benefits to patients
  • Benefits to the practice
  • Using protocols
  • Emergency situations
  • What advice/appointment should be offered to a patient with chest pain/a suicidal patient, etc.
What has changed with Active Signposting?

Sources of help patients will be referred to, including:

  • Roles funded by the ARRS
  • How to make referrals to allied healthcare professionals and other internal and external agencies and clinical team members e.g., physician associates, paramedics, etc.
  • How to deal with a red flag issue
Processes for keeping patients safe

  • Introduce, explore and discuss methods of how patient safety is maintained
  • Review and compare protocols
  • The continuing importance of Confidentiality in the Active Signposting process
    • From staff point of view
    • From patient point of view
  • The importance of Record-keeping
Monitoring Active Signposting successfully in practice
Q&A
Close

Module Two: Customer & Conflict Management

Introduction, Objectives, Why are we here?
Key Characteristics of Excellent Customer Service

  • First Impressions
  • Last Impressions
Complaints

  • Understand why we need to listen
  • Respond and act (also at Practice level)
  • NHS Complaints Process and your responsibilities & management of challenging patients
  • Main areas of complaints in practices
  • Avoiding complaints
Communications

  • Face to face communications
  • 3 V’s of Communication
  • Non-verbal Communications
  • Great Communication
  • Things to Avoid
  • Professional Touches
Listening for Success

  • Active Listening
  • Open vs Closed Questions
  • Context, include examples
  • Risk Assessment – developing a safe environment
  • Triggers
Conflict

  • Escalate or De-escalate
  • Managing Difficult Conversations
  • Recognising the signs
  • Assertiveness
  • Take Action
  • Things to Remember
Understand how to effectively communicate with patients

  • Different types of communication
    • Key Characteristics of Excellent Customer Service
  • Dealing with demanding and aggressive patients
  • Utilising feedback to make improvements
  • Engagement and participation
  • Improve patient education
  • Providing excellent customer care
Q&A
Close

Module Three: Correspondence Management & Workflow Optimisation

Welcome & Introductions 
This session will discuss how Correspondence Management is now a recognised tool to help meet the growing challenges of GP Practice.

  • Discuss how recent technological changes have affected the traditional roles of administrators/support staff.
  • Discuss how recent technological changes have affected the way patients interact with practices – E-consult, Klinic etc.
  • Discuss what effective Correspondence Management will look like
  • Discuss Benefits & Risks
  • Discuss current work patterns/duties/policies and process’s – QoF, ES, Contract targets
  • Are staff confident, feel skilled enough to start,
  • Identify risks, obstacles and barriers to Correspondence Management
  • How familiar are staff following protocols and working on their own?
This session will prepare you to undertake safe Correspondence Management

  • Understand the 4 Principles and the 5 Processes of Document Management
  • Understand the importance of applying Protocols
Understanding Medical Terminology

  • Brief overview of basic Medical Terminology
  • Common words/phrases/abbreviations used in General Practice
Practical Sessions to explore Correspondence Management methods

  • Using anonymised letters, delegates will process documents
  • Workflow Optimisation Flow charts / protocols / Read Codes / templates
  • Correspondence – what’s ok to be coded and filed
  • And letters that needs to be ‘workflowed’?
  • What actions to take
Correspondence Management methods

  • Importance of recording actions
  • What happens next
  • Managing queries
  • Support in practice
Managing Risk and Audit

  • The Audit Process
  • The Reporting Process SE/CI
  • The MDU perspective
Next Steps – Planning to implement Correspondence Management in practice & Future opportunities

  • What will need to happen back in your practices for you to implement your new role?
  • What will need to happen back in your practices to support your new role?
  • Create an overview of a Practice Plan
  • How long will it take?
Review of Learning Objectives and Concerns
Q&A
Close

Module Four: Digital Transformation – IT and e-services

Welcome & Introductions
Understanding new Digital ways of working and what it means for Primary care:

  • Recent technological changes
    • Digital Transformation
  • How these have affected:
    • The traditional roles of non-clinical staff
    • Clinical staff
    • How patients interact with practices
Online healthcare tools

  • Clinical IT systems and third-party software i.e., Ardens, AccuRX, Klinic, e-Consult etc.
  • NHS app
  • Local E-consult platform used and who can be redirected
  • Accurx, Ardens, etc.
  • GP Appointments Data Dashboard – NHS Digital (Gpad)
  • NHS Spine’ and facility to transfer NHS GP records virtually between practices within 24/48 hours of registration, when all necessary information is correct and accepted.
  • Explore ‘GP2G data transfer’ process and how this data must be reviewed and managed
IT at the centre your practice

  • E-referral system
  • Use of IT auditing functions for LES, DES, vaccinations and immunisations
  • Quality audits for clinical and prescribing data
  • Use of templates
  • Read coding – SNOMED
  • Standard policy for practice coding
  • Telecoms
  • Labour saving devices
Q&A
Close
Get in touch

Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email enquiries@pma-uk.org

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

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