The key objective of this web workshop is for frontline staff and those in the ARRS roles to improve their relationships with patients. This session includes an introduction to the roles of the frontline staff and ARRS roles and how they should effectively work together to benefit patients and reduce overall wait times.

The workshop also provides information on safe working practices, understanding local population health needs and how to effectively communication with diverse groups, equality and diversity and maximising and promoting the use of e-services to inform these patients of the changes beneficial to them and their health.

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 a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.

  • Doctors

  • Nurses

  • Practice Managers

  • Healthcare Professionals

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.

 Introduction and Welcome
Understanding the roles of frontline & ARRS staff

  • How the ARRS roles can improve access to services
  • Enhancing capacity and reducing waiting times
  • Right person, right place, right time
  • Collaborative working to benefit the patients
How will the role of frontline staff change to ensure effective Active Signposting?

  • How ARRS roles can play an integral part in primary care
  • Other Healthcare professionals & services
  • How to make effective referrals
Safe working practices

  • Recognising red flags
  • Internal communications and messaging
  • Vicarious liability
Understanding population health needs

  • Localised data and individual needs of practice and PCN patients
  • Sources of localised data
  • Managing the needs of diverse populations
  • Adapting service offerings for diverse populations
Equality and Diversity

  • Introduction to Equality and Diversity
    • Understand the terms ‘equality’ and ‘diversity’
    • The differences between equality and diversity
  • Reasonable adjustment obligation for disabled people
  • Unconscious bias
  • Legal requirements of EDI
  • Create and implement inclusive services
  • Inclusive communications in line with the accessible information standard
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
 Complaints and compliments

  • Understand why we need to listen
  • Respond and act (also at the Practice level)
  • NHS Complaints Process and your responsibilities
  • Main areas of complaint in practices
  • Avoiding complaints
Promotion and Marketing

  • Hints and tips on promoting and marketing services and additional roles positively
  • Meeting the needs of patients through signposting and care navigating
  • Using and developing the Directory of Service
Maximising and promoting the use of e-services to inform of change  

  • Effective messaging for patients
  • NHS app
  • Coordinating websites/social media/telephone messaging
  • Econsult – who can be redirected
  • What’s suitable for telephone appointments
  • Online consult
  • Accurx, Ardens, etc.
Practical exercises

There will be interactive Nearpod exercises throughout the session that will require the attendees to think about a situation that they have previously encountered and to think about how they deal with it and what they would do differently.
 Q&A – Summary
Close
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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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