Welcome to our new programme where we offer 5 different workshops (3 hours each) for all frontline staff!
Workshops:
1. Introduction to Primary Care
2. Telephone Triage for Frontline & Reception Staff and HCAs
3. Patient & Conflict Management
4. Correspondence Management & Workflow Optimisation
5. Summarising Medical Records
Dates: 26th June – 29th July
Mode: Online
Please Note: Attendance at all 5 workshops is required as the training is a programme package.
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Workshops Overview
| Overview | Objective | Learning Outcomes | Duration | Dates | |
| Introduction to Primary Care | This workshop covers key areas that need to be addressed when working within this sector, focusing on the issues that regularly arise in practice. This workshop aims to provide practical guidance to enable participants to map all the techniques and outcomes onto their own practice. | To provide information and support for those working in Primary Care to understand the key areas which need to be addressed. | 1. Learn more about General Practice & Primary Care 2. Understanding new digital ways of working 3. Complaint Handlining 4. Resilience & Well-being | 3 Hours | 26th June 2025 |
| Telephone Triage for Frontline & Reception Staff and HCAs | This workshop will help you to help patients access the right care at the earliest opportunity, providing flexibility, convenience, security, a sense of ownership and the stimulation to invest in their wellbeing. | This workshop aims to further develop the skills and career paths of non-clinical staff – frontline GP practice staff, who will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake telephone triage and the necessary signposting are valuable in other new non-traditional roles such as Document Management, HCA and Care Navigation. | 1. Realise the impetus 2. Promote the benefits to patients 3. Work as a team with all practice staff 4. Keep patients and staff safe 5. Understand clinical and non-clinical triage differences 6. Gain the skills and confidence in triage 7. Incorporate care navigation and signposting 8. Develop effective communication strategies 9. Engage in processes for improving systems 10. Be involved in implementation and development 11. Help you formulate a ‘plan of action’ for your role | 3.5 Hours | 1st July 2025 |
| Patient & Conflict Management | This workshop is for front line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service. | To support the frontline staff and help develop their skills in customer service and managing challenging scenarios. | 1. Understand why we need to listen, respond and act on complaints 2. Be clear about the NHS Complaints Process and their responsibilities 3. Understand the main areas of complaints in practices 4. Appreciate the processes that practices can implement to address issues that arise 5. Define standards to deliver high quality service to avoid complaints 6. Enhance their customer care skills through assertiveness 7. Appreciate how difficult conversations can escalate and be managed 8. Recognise barriers to good communication 9. See the importance of excellent internal communication and the positive effect this has on service delivery 10. Enhance awareness of their response to different conflict situations and personality types and the effect this can have when dealing with challenging situations 11. Manage and understand the expectations, feelings, fears and needs of the patients 12. Exhibit more confidence, motivation and control when dealing with challenging situations and conflict. | 3 Hours | 8th July 2025 |
| Correspondence Management & Workflow Optimisation | Correspondence Management represents one of the new processes that was swiftly adopted during COVID. It is especially important as there has been a substantial increase in correspondence being received in practice. To enable a more streamlined GP workload, valuable GP time must be released. This will be achieved by training non-clinical staff to manage all incoming documentation including clinical correspondence and safely redirecting only the most appropriate information to GP’s. | This workshop aims to provide an opportunity to reflect on the changes of the last two years and understand how new technologies and consultation types will continue to impact on traditional work patterns. It will help focus on and enhance current skills and increase delegates confidence to deliver care through Document Management as part of their role in the new environment. | 1. Understand how new technologies have influenced the way GP’s and Clinicians behave in practice. 2. Understand how these changes have affected the traditional roles of administrators / support staff. 3. Understand how Correspondence Management works 4. Help staff gain skills and confidence to deliver Document Management 5. Recap on Medical Terminology 6. Understand the Benefits and Risks associated with Document Management 7. Understand what changes are necessary for successful implementation for administrators, clinical staff and patient safety 8. Understand the need for capturing data at the earliest opportunity / templates and Read coding 9. Understand the need for agreed robust protocols and flowcharts 10. Understand the need for robust auditing and ongoing reviews 11. To help practices formulate a plan for implementation 12. To help localities implement Correspondence Management across clusters of practices | 3 Hours | 23rd July 2025 |
| Summarising Medical Records | This training focuses on safely managing ‘degraded’ virtual information and reviewing and extracting significant and minor past medical and social histories from paper records. | This workshop aims to help you accurately record activity provided by our GP practice teams | Managing “degraded data” and extracting data from paper records is a recognised and acceptable inheritance, by the receiving practice, however it can be problematic and resource heavy. This training will focus on safely managing ‘degraded’ virtual information and reviewing and extracting significant and minor past medical and social histories from paper records. | 3 hours | 29th July 2025 |