Introduction to Primary Care for New Starters

• What is Primary Care
• New ways of working
• The NHS Long Term Plan

• Acronym buster: What is an ICB/ICS/PCN
• CQC (Care Quality Commission)
• Local information, sources of data and need-to-know
• Other locally funded courses/resources available

• What is clinical commissioning?
• Working at Scale – PCNs, mergers and federations
• Service provision
• Stakeholder analysis

• The Comprehensive model of Personalised Care
• The Personalised Care roles
  • Social Prescriber Link Workers
  • Health And Well-being Coaches
  • Care Co-ordinators
• The value and impact

• The NHS Long Term Plan as it relates to Social Prescribing
• Supplementary guidance and clarifications in the new normal
• The Additional Roles Reimbursement Scheme (ARRS):

• • • Scope
    • Social Prescribing Team roles
    • Flexibility
    • Salary levels

• Critical timelines and decision-making points

• First Impressions
• Last Impressions

• Face to Face engagement
• Virtual communications
• Telephone engagement
• 3 V’s of Communication
• Non-verbal Communications

• Active Listening
• Open vs Closed Questions

• 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

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

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 & the practice
• Using protocols
• Emergency situations
• What advice/appointment should be offered to a patient with chest pain/a suicidal patient, etc?

Sources of help patients will be referred to, including:

• Roles funded by the ARRS
• How to deal with a red flag issue

• What is resilience – how do we achieve it?
• What are our greatest assets?
• What motivates people?
• Managing your resources – people & time
• Wellbeing – Best practice
• Work-life balance and techniques to achieve it
• Stress Management and coping strategies

• How to overcome challenges
• What is Time Management / Core Principles?
• How can this be applied in a Clinical Setting?

• Origins of medical terminology and common words
• How medical terms are constructed
• Introducing Roots, Suffixes and Prefixes
• Breaking words down and then building them up

• What does effective Correspondence Management look like
• Benefits & Risks
• Identify risks, obstacles and barriers to Correspondence Management
• Discuss how recent technological changes have affected:
• • • the traditional roles of administrators/support staff
    • the way patients interact with practices – E-consult, Klinic, etc.

• Record keeping and audit
• What happens next
• Managing queries
• Support in practice

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

• 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

• 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
• Cloud-based telephone systems
• Labour saving devices

• How to ensure consistency in the access that patients can expect.
• An assessment of needs – front-line triage
• How the IIF focus on access will support practices and PCNs
• QOF QI modules – focus on workforce wellbeing and optimising demand & capacity

• What is it?
• How to access services
• Supporting patient engagement & communication

• Simplification of GP registration requirements
• The GP contract regulations – patient retrospective online access to their medical records – (by 31 October 2023 latest)
• National Opt-out scheme – sharing GP records
• GDPR considerations – providing clarity on how practices are required to offer, promote and provide online access to patient records.