Nel General Practice Administration, Reception And Management Training Programme

(F E B R U A R Y - 2 0 2 3)

North East London Training Hub are pleased to offer a suite of training for the General Practice non clinical staff. The programme includes topics relevant for reception and administrative staff, as well as some targeted specifically at Practice Management staff. Topics and dates will be refreshed continuously to help meet the need and demand of the General Practice teams in North East London. Staff are encouraged to take advantage of this opportunity to support personal development. The Training Hub appreciate it is very busy and General Practice is under significant pressure. However we would like to maintain the high level of participation on this programme with low DNA rates, to enable the maximum number of staff to participate. Previously, most of the courses were fully subscribed within a short period of time, you are advised to register early. Unless specified, all the courses are delivered virtually

Course Content

Rules Of Engagement

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• All courses are delivered virtually via Teams or Zoom unless specified
• Dates are offered from February 2023 onwards. Additional dates will be added based on
demand and need. Your Training Hub will be providing regular updates on new topics and
dates. Where places are fully subscribed, do add your name to the waiting list to be offered
priority place on future dates.
• To attend these courses, registration is mandatory. This is usually through Eventbrite platform
• In the event of needing to cancel place(s), this must be done via the Eventbrite platform and at
least 3 days prior to the course date
• Significant public funds are being invested on these programmes to support staff
development. Attendance/Non-attendance report will be produced and shared with your
local Training Hub team and line management.
• To ensure a high quality learning experience, all the workshops will be interactive. To
enable this, you MUST have a working camera and mics to participate. You may be asked by
the facilitator on the day to leave if you do not have a working camera and/or mic
• Learners are expected to join in a timely manner, and participate in the training fully.
Late entries will not be given entry. Partial participation will result in certificate not
being issued and line management will be informed
• Joining links will be circulated 48-72 hours prior to delivery date. Once delegate book on a
course, they are expected to ensure diary is blocked to participate in the session
• We expect learners to ensure protected time, space and equipment is accessible prior to
registering. This should be a place and time with minimal distraction. Practice Management
should be supporting staff to facilitate this
• We expect all learners to participate in the evaluation process of the programme.
Certificateswill only be issued to those completing the feedback forms. CPD certificates
will be issued within 4 weeks of delivery of each course. We also encourage you to engage
in he impact survey that will be carried out 12 – 16 weeks post training. This process will
include collating future training needs.
• Finally, NEL Training Hub hope you enjoy the learning experience. Do feel free to feedback
any comments directly to your local Training Hub if there are any suggestions or
improvements that can be made

Active Signposting Level 1 (3.5 hours)

2nd March 2023 | 2nd May 2023

Audience: Administration and Reception staff
This workshop aims to equip front line staff with the necessary skills and confidence to safely and efficiently reduce the number of patients booking GP appointments for problems that could be dealt with by other practice staff or health service providers.
By the end of this workshop delegates will have a clear understanding of the value and importance of “Active patient signposting”. Both for improving the patient journey and for helping the Practice to manage workload more effectively and efficiently.
This Level encourages understanding, awareness and impact on Services within General Practice.
The topics that will be covered include:

• Welcome, Introductions and Objectives
• Knowing your practice population – Link with CQC
• What is Active Signposting
o What is it NOT
• Active Signposting – Raising Awareness with your team
• What skill set is needed and why.
• The Next Steps
• Action Plan 

Course provider: First Practice Management

Active Signposting Level 2 (3.5 hours)

30th March 2023| 6th June 2023

Audience: Administration and Reception staff
By the end of this workshop delegates will have a clear understanding of the value and importance of Active Signposting.
Having the right skill set to do a job well is essential. This workshop gives enhancement to normal good customer service skills to patients. There is a requirement that the staff member be skilled and confident in sensitively ascertaining the nature of the patients need. The workshop will focus on how to Communicate well with service users.
Level 2 incorporates an online assessment for each candidate taken in their own time at the practice.

• Welcome, Introductions and Objectives
• Communication – what is it?
• Managing difficult situations / difficult people
• Building confidence
• Sensitivity in asses patients needs
• Influence: What is it and how to use it
• Active Listening
• Empathetic questioning
• Gaining the extra star in service excellence
• Motivation and serving excellence
• Team objectives
• Setting the standards of performance and evaluation
• The next steps
• Action Plan

Course provider: First Practice Management

Chaperone Training (3.5 hours)

7th February 2023 | 8th June 2023

Audience: Administration, Reception and Management staff
By the end of the course you will be able to;

• Know what is meant by the term chaperone
• Recognise the need for a chaperone in a practice
• Describe what is meant by an intimate examination
• Be aware of the rights of the patient
• Describe your role as a chaperone and how to communicate the service to patients 

The topics that will be covered include;

• The Guidance & CQC Regulations
• The role of the chaperone and its importance
• Practice policies
• Record Keeping
• Raising awareness of the service
• Patients rights
• Whistle blowing
• Good practice in an examination
• Intimate examinations
• Understanding issues relating to religion, ethnicity or culture
• Special circumstances
• What is sexualised behaviour?

Course provider: First Practice Management

Clinical Notes Summarising (3.5 hours)

18th April 2023 | 15th June 2023

Audience: Administration and Reception staff
This practical and interactive workshop has been designed specifically for summarisers within primary care to enable them to understand the purpose and significance of summarising both new patient records and incoming correspondence.
The workshop will provide a suggested step by step process for summarising new patient records. Information provided on this course is in accordance with the Good Practice Guidelines for GP electronic patient records V4 (2011). Delegates will have the opportunity to summarise a set of patient notes.
DELEGATES MUST HAVE A GOOD WORKING KNOWLEDGE OF READ CODES/ CTV3 CODES PRIOR TO ATTENDING THIS SESSION.
Course Provider: First Practice Management

Communication and Customer Service (3.5 hours)

21st March 2023 | 18th May 2023

Audience: Administration and Reception staff
This workshop is designed to provide delegates with the knowledge and skills they require to make a positive impact at work. The workshop will look at all aspects of communication between the practice and the patients and will cover positive communication in a variety of ways. Delegates will look at assertiveness, good telephone techniques and using positive language and body language. All of these aims to reduce the potential for communication failure and the disruption this can bring.
The topics that will be covered include;

• The importance of communication
• Communication barriers and breakdowns
• Communication and good customer service
• Positive language
• The NHS Zero Tolerance campaign
• Communication with the telephone
• Assertiveness at work
• Dealing with unhappy patients
• Saying No
• Assertive Body Language
• Assertiveness techniques

Course Provider: First Practice Management

Confidentiality in General Practice (3.5 Hours)

14th March 2023 | 11th May 2023

Audience: Administration and Reception staff
This workshop is designed to provide delegates with the knowledge they require to ensure confidentiality in a general practice setting. The workshop will give them an understanding of the key guidance and legislation as well as practical ways in which confidentiality should be maintained.
The workshop will use common scenarios and examples to examine the risks and the appropriate actions that should be taken. Delegates will conclude with an action plan to clarify the key improvements or changes that need to be implemented.
The topics that will be covered include;

• Confidentiality in general practice: why is it important?
• The Guidance
• The Data Protection Act 2018
• Caldicott
• Other NHS guidance
• Identifying the confidentiality risks
• Conversations
• Patients Viewing Information
• Telephone
• Transmitting information
• Access and disclosure of information
• To the Patient
• To Third Parties
• Within the NHS
• Confidentiality code of conduct: the standards required
• Security in practice: protecting confidential information
• Questions & action planning

Course Provider: First Practice Management

Correspondence Management Level 1 (3.5 hours)

28th March 2023 | 25th May 2023

Audience: Administration and Reception staff
By the end of this workshop delegates will have an overview and a clear understanding of the operational value and importance of “Correspondence Management”. Both for improving the patient journey and for helping their Practice to manage workload more effectively and efficiently.
This level promotes a shared understanding and awareness of the potential positive impact of “Correspondence Management” on General Practice.
The topics that will be covered include;

• Welcome, introductions and objectives
• Where are we now ?
• What is “Correspondence Management” ?
• What are its benefits ?
• How does it work ?
• What may be some of the barriers to introducing this change?
• What is Clinical Governance and why it is important?
• How to ensure work and information is progressed in a Safe, Efficient and Timely manner
• How “Correspondence Management” improves the Patient experience
• The importance of understanding Read Codes & medical terminology
• How to recognise clinically relevant information within correspondence
• How to process and action a letter to completion or forward to correct recipient
• The importance of – Audit – feedback tools– Significant event reviews
• Action Plan

Course Provider: First Practice Management

Correspondence Management Level 2 (3.5 hours)

28th March 2023 | 25th May 2023

Audience: Practice Management staff
By the end of this workshop delegates will have an overview understanding of the Read coding, and medical terminology needed to enable them to fully contribute to the safe, practice application of “Correspondence Management”.
Delegates will also receive a number of standard checklists and templates which they will then be able to adapt for their Practice.
Level 2 incorporates an online assessment for each candidate taken in their own time at the practice.
The topics that will be covered include;

• Welcome, introductions and objectives
• Read Codes
• Purpose
• Definition
• Structure
• Episodicity
• Common abbreviations
• Codes derived from Secondary Care
• Medical Terminology
• Word structure and building blocks
• Major body systems and organs
• Common tests & investigations
• Action Plan

Course Provider: First Practice Management

Correspondence Management Level 3 (full day face to face)

**Click dates above to register**

Audience: Administration, Reception and Management staff
By the end of this workshop delegates will have both consolidated their learning from previous workshops and also grown their understanding of the importance, for patient safety ,of both working to protocols and learning from experience. Delegates will not only have time to learn, share and reflect but will also develop a personal action plan and some simple templates
Level 3 incorporates an on line assessment for each candidate taken in their own time at the practice.
The topics that will be covered include;

• Welcome, introductions and objectives
• What are we doing now?
• What is the required change?
• What is our route map?
• How to do this safely?
• Managing potential risk – a 5 stage approach
• The importance of Clinical Governance
• GP Champion
• Medico-legal considerations
• How to work effectively and efficiently
• The importance of protocols
• What are they?
• What makes a good, safe, effective protocol?
• Knowing your limitations
• Reviewing a simple protocol
• The Importance of the audit cycle/feedback cycle
• Who is responsible for what?
• Compliance with CQC’s 5 key questions
• Learning from experience and the PDSA cycle
• Action Plan

Course Provider: First Practice Management

Leading People in Primary Care (Full day face to face)

**Click dates above to register**

Audience: Practice Management staff
Lead, motivate and inspire – three essential ingredients of exceptional management. The keys objective of this workshop is to enable managers to not only master the above but also look at the effective use of delegation. To plan creative reward systems and deal with the difficult behaviour that can lower morale and team spirit. The topics that will be covered include;
• What is leadership? And what is a Leader for?
• Key points in Leadership and the four dimensions.
• Motivation and dissatisfaction
• Inspire, what when how
• Delegation
• Difficult behaviours
       o Identifying and analysing problems in your staff
       o Managing friends and colleagues
       o Uncooperative attitude
       o Excessive resistance to change
• Using reward in primary care: does it cost?
• Using coaching to improve performance
Course Provider: First Practice Management

Managing Practice Finances (3 hours)

28th February 2023 | 30th March 2023

Audience: Practice Management staff
The web workshop will also take a look at your accounting system, the PCN landscape, Superannuation, Understanding your accounts and Cashflow forecasting. The group work encourages participation so that individual issues can be explored.
The module will be delivered as an interactive web workshop with practical guidance to enable participants to map the techniques and outcomes onto their own practice.
Objective: Participants will gain an understanding of practices finances and how to understand the accounts produced by your accountant. You will also gain an understanding of practice finances, Primary Care Network finances and how important managing these areas lead to reduced financial risk in the ever-changing world of general practice.
Course Provider: Practice Managers Association

Managing Pressure at Work (3.5 hours)

9th February 2023 | 20th June 2023

Audience: Practice Management staff
An outcome of attending this session is that delegates gain a practical understanding of the importance of managing pressure and stress as a key self-care component in managing their wellbeing.
There is time for reflection and peer-to-peer learning. Enabling delegates to identify opportunities where they may be able to apply the learnings from the workshop to improving their work-life balance.
The topics that will be covered include;
• Welcome, Introductions and Objectives
• The difference between pressure and stress
• The Kamin Curve
• Causes of Pressure in the Workplace
• Tackling the Worry Habit
• Immediately Necessary Pressure Reducers
• Long Term Pressure Management
• Ten Positive Steps to Reduce Pressure
• Managing pressure by prioritising and organising
       o Balance your workload
       o Over commitment
       o Prioritising and delegating
• Action Plan
Course Provider: Practice Management Association

Maximising Income, Minimising Costs (3.5 hours)

16th March 2023 | 16th May 2023

Audience: Practice Management staff
The aim of this workshop is provide delegates with a clear understanding of how to identify and exploit potential funding opportunities whilst at the same time minimising any non-value adding cost. Delegates will be afforded the opportunity for facilitated group work where they can reflect on how well they presently exploit traditional funding streams and what innovative sources of income they could now consider.
Similarly delegates will also conduct an horizon scan to enable them to consider what could impact on their cost base into the future and how best such influences could be controlled.
Course Provider: First Practice Management

Medical Terminology: An Introduction (3 hours)

21st February 2023 | 19th April 2023

Audience: Administration and Reception staff
This 3-hour web workshop session is for those who would benefit from understanding the component parts of medical terminology. An understanding of medical terminology is essential for anyone working in the medical industry. Delegates will be able to apply the learning to every-day situations back in the practice.
This session gives administration, clerical and clinical support staff an introduction to the understanding of general medical terminology. It provides an excellent professional development opportunity for staff working in a clinical environment such as HCAs, physiotherapy assistants, assistant practice managers, practice pharmacy assistants, clinical coding etc. Participants will improve their confidence, their communication skills and service delivery.
Learning Outcomes
• Understanding of the origins of medical terminology
• Understand how medical terms are constructed
• Be able to understand medical terms by breaking them down into component parts
• Understand and enjoy your job a little bit more…
Course delivered by Practice Manager Association

Medical Terminology: Advanced (2 hours)

9th March 2023 | 27th April 2023

Audience: Administration and Reception staff
Virtual workshop for those who have the undertaken the Introduction to Medical Terminology who have a good understanding of the component parts of medical terminology. Use of a standard set of terms and phrase is critical for clinical and non-clinical healthcare professionals in order to enable universally consistent communications within the practice and across the Primary Care Network and the wider health services. The use of standardised medical terminology also helps improve the quality of patient care by ensuring that the same words will always mean the same things to all medical employees.
All participants will be able to apply the learning to every-day situations back in the practice. The workshop builds on the skills of the administration, clerical and clinical support staff and will enhance their understanding of medical terminology. It provides a continuation of the professional development for staff working in a clinical environment such as HCAs, physiotherapy assistants, assistant practice managers, practice pharmacy assistants, and those responsible for clinical coding etc. Participants will further enhance their confidence, their communication skills and service delivery. Patients and their carers can also benefit from enhanced knowledge and insight of the relevant medical terminology.
Learning Outcomes
Participants will expand their knowledge of abbreviations, root words, suffixes & prefixes and will develop their understanding into a wider-range of diseases, physiology, anatomy and all of the bodies systems. The objectives of the course are to enable delegates to be able to:
• Consolidate their knowledge of medical terminology
• Understanding at an advanced level the meaning of medical prefixes & suffixes
• Understand diseases and medical conditions
• Be able to apply terminology in the right context
• State the meaning of medical prefixes and suffixes at an advanced level
• Identify medical terminology, root words & basic anatomy relating to:
    ➢ Vital Organs
    ➢ Skeletal system
    ➢ Skin and Dermatology
    ➢ Gynaecology
    ➢ Paediatrics
    ➢ Nervous system
    ➢ Cardiology
    ➢ Oncology
    ➢ Other diseases
Course delivered by Practice Manager Association

NHS Pensions Update (2 hours)

7th March 2023 |26th April 2023

Audience: Practice Management staff
NHS Pensions are explained in a user-friendly, interactive way. The module will provide practical guidance to enable participants to map outcomes onto their own practice – across their GPs, GP Partners, Locums and other clinical and non-clinical staff. Participants will develop their understanding of NHS Pensions by interacting with practitioners but also you will have the opportunity to explore and interact with colleagues from other practices.
Session will cover:

• 1995/2008/2015 Schemes
• Annual Allowance/Tapered Annual Allowance – the options and implications
• Lifetime Allowance – impact of exceeding, protection available
• 24 Hour Retirement – How, when and why
• When to retire

Course Provider: Practice Management Association

Preparing for CQC Inspection (Full day face to face)

**Click dates above to register**

Audience: Practice Management staff
This practical and interactive workshop will ensure that general practice managers and their teams are fully aware of the requirements for CQC compliance and are prepared for their Practice’s next inspection.
The workshop will also focus on the policies and documents required and the training needs of the team.
The topics that will be covered include;

• Welcome, Introductions and Objectives
• Your experiences so far
• CQC – What’s changed
• CQC – The future
• CQC – What’s the same: The Present
• Key Population Groups
• Ratings
• KLOES
• Mythbusting
• Populations Groups & Key Evidence Matrix
• Inspections
• Visit structure
• Feedback & Report
• Enforcement Actions
• Special Measures
• Your time to shine
• Key documents and communications
• Preparing the team
• Staff training
• On-going Readiness
• Reflection and Personal Action Plan

Course Provider: First Practice Management

Providing Services to Patients (3.5 hours)

7th March 2023 | 4th May 2023

Audience: Administration and Reception staff
The primary objective of this workshop is to provide delegates with an understanding of the needs of their patients and how their population group is made up. Delegates will learn about diversity and its impact upon health and healthcare and the nature of fair and unfair treatment. Delegates will also examine the impact of disability and the workings of the Equality Act.
The first section will conclude with a look at the NHS complaints procedure and its implementation in general practice. The second part of this workshop will concentrate on health and safety at work with a focus on the key issues to ensure that staff protect themselves and others from the risks at work.
The topics that will be covered include;

• Welcome and Introductions
• Who are your patients: the local population make up
• Cultural and religious beliefs
• Their impact upon health and the need for healthcare
• The Equality Act 2010
• Complaints in the NHS
• National and local procedures
• Support for patients: PALS
• Handling complaints effectively
• Health and safety law: how does it affect you at work
• Your personal responsibilities
• Assessing the risks you face
• Working safely

     o Display Screen Equipment
     o Hazardous Substances
     o Personal Safety
     o Other Risks
Course Provider: First Practice Management

Road Map for Managing Complaints (3.5 hours)

9th March 2023 | 23rd May 2023

Audience: Practice Management
The purpose of the session is to remind delegates of their Practices obligations under the NHS complaints regulations of 2009 as well as the NHS constitution.
In addition to giving delegates a practical appreciation of how to meet the “my expectations “principle which is the basis of the Care Quality Commission’s(CQC) key lines of enquiry during Practice inspections.
There will be opportunities for reflection and peer-to-peer learning
All delegates will be able to download a certificate of attendance
The topics that will be covered include;
Participants will expand their knowledge of abbreviations, root words, suffixes & prefixes and will develop their understanding into a wider-range of diseases, physiology, anatomy and all of the bodies systems. The objectives of the course are to enable delegates to be able to:
• Welcome, introductions and objectives
• Understand what Practices obligations are under the 2009 Regulations
     o Duties
     o 2 stage procedure
          ▪ Local Resolution
          ▪ Parliamentary & Health Service Ombudsman
• Complaints & the NHS Constitution
• Duty of candour – what that means
• CQC Lines of enquiry and the “my expectations” principle
     o Considering making a complaint
     o Making a complaint
     o Staying Informed
     o Receiving Outcomes
     o Reflecting on the experience

• Review a number of case studies
• Complete action plan

Course Provider: First Practice Management

Telephone Triage for Reception staff (3.5 hours)

21st March 2023 | 18th April 2023

Audience: Administration and Reception staff
Telephone Triage is an essential patient engagement technique that will 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. After this web workshop, staff will be confident in handling the triage call, in advising and referring patients to care providers who work either within the practice team or to external care providers.
Telephone triage and signposting can present a challenging cultural shift for some teams and individual team members – and we will explore the mechanisms to help make the change as smooth as possible – some of this will build on the existing understanding, within the practice, of the need to change and a realisation of the benefits these changes can have.
Learning outcomes:

❖ Realise the impetus
❖ Promote the benefits to patients
❖ Work as a team with all practice staff
❖ Keep patients and staff safe
❖ Understand clinical and non-clinical triage differences
❖ Gain the skills and confidence in triage
❖ Incorporate care navigation and signposting
❖ Develop effective communication strategies
❖ Engage in processes for improving systems
❖ Be involved in implementation and development
❖ Help you formulate a ‘plan of action’ for your role

Course Provider: Practice Managers Association

The Role & Responsibilities of the Receptionist (3.5 hours)

28th February 2023 | 27th April 2023

Audience: Administration and Reception staff
This workshop is designed specifically for receptionists working in the primary care sector.
The aim of this workshop is to examine the key role and responsibilities of the receptionist and to focus on the skills and knowledge required to fulfil this role effectively.
Delegates will learn about the importance of effective teamwork as well as addressing some of the common areas of work carried out by the receptionist such as patients registrations and prescribing.
The workshop will also look briefly at performance appraisal and how to use self development activities to develop skills and knowledge.
The topics that will be covered include;
• Welcome and Introductions
• Welcome and workshop objectives
• The role of the Receptionist
• Skills and Knowledge
• Teamwork in Primary Care
• Patient Registrations
     o New Registrations
    o Non-Registered Patients
    o Patients from Overseas
• Prescribing
    o The Receptionist’s Role
    o Language and Terminology
    o Prescribing Procedures
• Developing skills and knowledge
• Performance appraisal
• Preparation for the next session
Course Provider: First Practice Management

Understanding the NHS (3.5 hours)

21st February 2023 | 20th April 2023

Audience: Administration and Reception staff
This workshop is designed specifically for receptionists working in the primary care sector.
This workshop will introduce the overall receptionist programme as well as bringing delegates up to date with local and national developments within the primary care sector of the NHS.
The workshop will provide knowledge and information on the structure of both the local and national NHS as well as focusing on the work of the CCG and the Care Quality Commission and how services are developing.
The topics that will be covered include;

• Welcome and Introductions
• Course administration
• Overview of the five module programme
• The NHS: history and background
• National and Local NHS Structures
• Where and how services are delivered
• Who’s who in the primary health care team
• Who does what in the wider NHS
• CQC regulation
• GPs as independent contractors
• Duties of a Doctor
• GMS, PMS Contracts
• Quality services
• Session summary and final questions
• Preparation for the next session

Course Provider: First Practice Management