Receptionists are often the first point of contact in general practice for patients when it comes to ordering their repeat medications or when they have a prescription related query.

Often receptionists and administrative staff play a ‘hidden’, but crucial role in the highly complex process of repeat prescribing. But, the collaboration between clinical and administrative staff is equally crucial to maintaining the quality and safety of prescribing.

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.
  • Practice Managers

  • Receptionists

  • Administrative Staff


Introduction to Medicines Management is a module aimed at practice managers, receptionists and administrative staff who wish to develop a knowledge and understanding of what Medicines Management means within General Practice.

The module provides the learner with the knowledge and skills, through practical exercises, to gain an understanding of the significant issue of medicines waste in general practice and offers an insight into how general practice can ensure that prescribing remains cost effective.  The module allows the learner to explore how community pharmacy can be utilised to achieve this aim and for the benefit of patients.

The second part of the module offers an insight into valuable consultation and conflict resolution skills that learners will require in order to promote Medicines Management with both patients and their colleagues.  Learners will also have the opportunity to network with their peers, to discuss some of the common problems that they regularly encounter and to develop action plans that they can implement in their workplaces to enable them to apply their learning to practice.

Successful and safe Medicines Management is reliant on the following principles:

  1. Robust protocols agreed by both clinical and non-clinical staff, which clearly outline the responsibilities of each and when escalation to a clinical member of the team is required.
  2. A commitment from the whole team to support staff in delivering the role of ‘Prescription Clerk’ and dedicated time to fulfil this role.
  3. Continuing audit of activity and outcomes including complaints and significant or serious incidents.

Training Recommendations: all staff who wish to undertake the Medicines Management module and develop their skills as a ‘Prescription Clerk’:

  • Should be experienced GP Practice staff and understand the course outcomes.
  • Should attend the full days’ Medicines Management training.
  • Will have to demonstrate how they have applied the skills and knowledge gained back in their workplaces and their work will be audited and monitored on an ongoing basis back in the practice.

Practice requirements: All practices who wish to send staff to attend the Medicines Management module and develop the role of ‘Prescription Clerk’ should:

  • Commit to allowing the staff member time to attend the training course.
  • Support the staff member in developing the role of ‘Prescription Clerk’ in the practice.
  • Ensure that robust protocols are developed and agreed by both clinical and non-clinical members of the team, which clearly identifies the responsibilities of each and when it is necessary for the non-clinical member staff member to escalate up to the clinical staff member.
  • Agree that overall responsibility for prescribing remains with the medical or non-medical prescriber who should ultimately check and sign the prescription.
  • Understand that implementation must be continually monitored, audited and significant or critical events reviewed, reflected upon and actioned appropriately.

Workshop Agenda

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

Welcome & Introduction
Exercise – what do attendees wish to learn from the day?
Learning objectives

  • Overview of the learning outcomes
  • What is a ‘Prescription Clerk’?
  • The benefits to General Practice
Medicines and prescribing

  • Legal classification of medicines
  • Legal requirements of a prescription
  • Common abbreviations
  • Acute, repeat, automatics
  • Non – medical prescribers
  • The life cycle of a prescription
Cost effectiveness and reducing medicines waste

  • How big is the problem of medicines waste?
  • The process of ordering repeat prescriptions
  • Identifying waste in the system and how to reduce medicines waste
  • ‘When required’ items
  • Food supplements and appropriate quantities
  • Automatics
  • Generic versus branded
  • Blacklisted medicines
  • RAG list
  • Abuse – prescription fraud, medicines liable to abuse, ‘underground economy’
Community Pharmacy

  • Conditions that can be managed in community pharmacy
  • OTC medicines
  • Warning symptoms
  • Enhanced services
  • Emergency supply
  • Pre-payment certificates
Appliances and devices (practical workshop)

  • Inhalers
  • Lancets for diabetes
  • Pens for diabetes
Time for questions
Drug monitoring

  • Anticoagulants
  • Monitoring parameters for other common drugs
Problem solving (time to network with peers and discuss problems experienced in practice)

  • Error prevention
  • Responsibilities
  • Common problems
  • Patient compliance
  • Synchronisation
  • Compliance aids (practical session)
Consultation skills and customer care
Action Plans

  • Exercises to complete in the workplace to demonstrate competence
 Summary and Q&A
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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

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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