GP Receptionist Master Class October 2017

Date03 October 2017
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based



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Whilst we endeavour to provide a 'gold standard' service to all course participants, if you are registering less than 72 hours before the start of the event, you should be aware that some materials may not be readily available on the day and we may contact you with regards to catering arrangements.

An interactive, creative and enjoyable session for all staff who deliver reception duties no matter how long they have worked in the practice. The session looks at how we communicate with patients and what our demeanour and body language is really saying. We learn some exciting NLP skills to aid communication and to improve patient satisfaction. The day moves on to examine the myriad of risks which can occur at reception, particularly in terms of confidentiality, and teaches a useful risk management tool to manage and minimise these. The next module is one which applies a unique teaching methodology to medical terminology for non-clinical staff, it also covers medical and pharmaceutical abbreviations. We round off the day by examining the skills and techniques necessary to deal with angry or aggressive patients. How to de-escalate, observing stance and the practicalities in dealing with difficult situations.
VenueFairways House, Fairways Business Park, Inverness, IV2 6AA
Maximum capacity25
EmailSylvie Main
Phone01463 258830
ContactSylvie Main
Faculty/DepartmentNorth Scotland Faculty

Course programme

Welcome, housekeeping, format of the Masterclass, Objectives of the session

The reception in context: The importance of reception to the practice and the patients. How has the role developed. Hearing from primary care decision makers. A working analysis of perceptions and expectations.

Individual style & impact on customer perception: A personal insight and analysis of own communication style. How do I come across? First impressions - getting it right.

Customer care at reception: Exploration of the components of good customer care. Acknowledging the reasons for poor customer care. Building on personal strengths, building a personal tool-kit for successful communication skills. Using NLP to achieve excellence in customer care at reception.

Risk management at reception: Ensuring governance at reception, the reception's role in risk management in the practice, building risk management understanding and implementation. Looking at everyday risks, spotlight on confidentiality issues as a risk.

Medical terminology: Up-skilling receptionists to aid full understanding of the language and terminology used everyday in the practice. Adding to the holistic value of the receptionist and their immeasurable contribution to patient care. Basic anatomy knowledge and common disease presenting in the surgery. Prescribing terms and short-hand.

Dealing with violent or aggressive patients at reception: Understanding and exploring the causes of aggression at reception. Acknowledging the receptionist's role in escalating or de-escalating aggression. Honing observational g patient handling techniques and strategies. Managing difficult patients at reception whilst being professional and maintaining safety.

Reflected learning and end assessment: Self assessment. What have you learned today?


  • Lunch
  • Parking
  • Refreshments
  • Wi-fi


Val McGarrell - Prima Linea Training Associates 

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