GP Receptionist masterclass part 2

Date25 April 2018
Duration1 day
Start Time09:00
End Time16:30



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It doesn't matter how new you are to the GP reception or if you have been doing it for years, there is something in this training for everyone. 

Module 1 - Increased demand

  • Demand for GP services is increasing.  Why is this happening and what are the effects on us and the services we offer?
  • What are patients saying about access in our area?
  • How do we know if access is a problem in our practice?
  • Why can't we offer everyone an appointment?  What happens if we do?
  • What patient communication situations have we faced that have caused us difficulty?

Module 2 - Signposting skills

  • Starting with good telephone call handling and then moving to look at the elements of signposting and how can it help our practice?
  • What are the alternatives I have available to me to offer to patients?
  • Using the Calgary-Cambridge process and other communication models to uncover the skills necessary to engage well with patients even if we can't offer them an immediate appointment
  • Learn how to use a range of communication tools to build rapport (even when time is short) with the patients, to get appropriate information, negotiate alternatives and make good use of the limited resources we have.  How can we say "No" without compromising the patient relationship and trust.

Signposting decision making

  • weighing up the information you have gathered.  Using your expertise to offer appropriate solutions and checking if you are on the right track.
  • What are the decisions the receptionist needs to make?  How do we know what is really an emergency, same day or routine request?
  • Examining a range of workable algorithms to aid appointment signposting and apply this to some of the real-life situations identified in module 1.

Module 3 - Emotional intelligence and practice everyday stress management

  • EI - v - IQ - what's the difference?  Which is more desirable in the workplace?  How's your EI at the minute?
  • How EI is eroded - causes/effects
  • How to keep positive even during increased demand
  • To deal with the pressures of every day demand in the practice we need to become resilient.  What is resilience and why does it matter to GP staff?
  • Is it stress or pressure - what's the difference?  Examination of the signs of stress and causes with examples at work in the practice.  We will uncover your stress levels and creative ways to deal with the effects in busy healthcare department.


The delegate fee includes all course workbooks, refreshments and lunch

Venue25 Queen Street, Edinburgh, EH2 1JX
Maximum capacity25
Phone0203 188 7752
ContactFiona Paterson
Faculty/DepartmentSouth East Scotland Faculty

Course programme

09.00am - 09.30am  registration and coffee

09.30am                   workshop starts

04.30pm                   workshop ends


  • Lunch
  • Refreshments
  • Wi-fi


Val McGarrell

This training will be provided by Prima Linea Training Associates, the only specialised training company to offer practical experience in addition to creative techniques and approaches for al members of the practice team (clinical and non-clinical) to aid communication, resilience and patient engagement.  All Prima Linea trainers have exceptional experience of working directly in general practice for many years, they understand the dynamic, pressured and ever-changing environment of a busy GP practice.

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