Aim
The Primary Care Receptionist role has continued to develop over many years into more than just booking appointments for patients. With appropriate training and support non-clinical staff can facilitate the patient journey more effectively. Receptionists can ensure the patient is seen by the most appropriate professional in the Practice; or by using a directory of services for their locality, signposting to other services within the NHS or third party Providers.

Who should attend the workshop
Reception staff and other front-line staff who regularly interact with patients

Learning outcomes
At the end of the workshop, you will:

– Be able to apply appropriate communication skills when triaging or introducing signposting
– Understand the importance of active listening and questioning
– Have increased confidence and sensitivity in determining patient need both on the telephone and face to face
– Understand more about patient expectations and how to manage these
– Have discussed situations faced and have strategies to deal with them in future with more confidence
– Have gained an understanding of the structure of a signposting conversation and appreciate the importance of patient care at each stage of the conversation
– Have received tools and techniques to help respond to inappropriate behaviours and achieve a win-win outcome with your most challenging patients
– Have considered your role in working as part of a pro-active and excellent team

Zoom joining instructions will be sent as part of the meeting invitations unless the organisation prefers to use its own video conferencing facility.