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 patientsLearning outcomes
During the workshop participants have an opportunity to explore how to effectively triage patients so that patients are seen by the right clinician within the appropriate timeframe.

Learning Outcomes:

At the end of the workshop, you will:

– Understand the purpose of triage in the General Practice setting
– Understand the roles and responsibilities of all staff in implementing triage
– Understand the challenges faced in implementing effective triage and how to overcome these
– Have explored the perception of triage by
The patient
The receptionist
The clinician
– Understand and have practiced the communication skills needed for effective triage –
– Understand and have practiced the skills in gathering appropriate information – such as take a history
– Have explored the differences between: Emergency, Urgent and Routine requests
– Be aware of ‘red flags’ and know what action to take

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