Practice receptionist workshop Managing risk at reception

Date14 September 2017
Duration1 day
Start Time09:00
End Time16:30
TypeClassroom based



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It does not 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.  We begin by examining how the role has changed and highlight the expectations on this central position.  Using creative and enlightening methods we uncover our own style of communicating and the impact this has on others.

This is the only training which offers unique NLP skills to support excellence in communication to engage better with patients and improve the "across the desk" experience.  Communication at reception is a risky affair, we will learn the process of risk identification, risk classification and, most importantly, feel empowered to manage the risks.  We will apply our new found techniques to the risks around confidentiality and uncover some simple but effective methods for reducing these.

The session also offers the opportunity to learn the building blocks of medical terminology with prescribing terms and abbreviations thrown in for good measure.  We move on towards the end of the day to examine the problem of dealing with aggression at reception - why are patients aggressive?  Are we observant when it comes to our patients?  How can receptionists deal effectively, but safely, with this?  Again we see some unique and surprising NLP interventions for de-escalating aggression and examine the usefulness of a policy for reception.

This day has something for every receptionist regardless of their experience, and everyone who deals with patients.

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

Course programme

Session 1: Objectives for 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 and impact on customer perception - a personal insight and analysis of own communication style.  How do I come across? First impressions - getting it right


Session 2: 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


Session 3: Risk management at reception

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


Session 4: 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 receptionists and their immeasurable contribution to patient care.  Basic anatomy knowledge and common diseases presenting in the surgery.  Prescribing terms and short-hand.


Session 5: Dealing with violent or aggressive patients at reception

Understanding and exploring the causes of aggression at reception.  Acknowledge the receptionist's role in escalating or de-escalating aggression.  Honing observational skills and learning 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
  • Refreshments
  • Wi-fi


The 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 all 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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