Practice Receptionist Training Day 2019

Date30 January 2019
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based



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The reception in context – A working analysis of perceptions and expectations. 

Individual style and impact on customer perception – A personal insight and analysis of own communication style.

Customer care at reception – An 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.

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 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.

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 skills and learning patient handling techniques and strategies, managing difficult patients at reception whilst being professional and maintaining safety.

VenueGlasgow Pond Hotel, Great Western Road, Glasgow, G12 0XP
Maximum capacity42
Phone0141 337 3268
ContactDiana Lints
Faculty/DepartmentWest of Scotland Faculty

Course programme

09.00     Registration and coffee

09.30     Welcome, Session 1-Reception in Context

10.45     Coffee Break

11.00     Session 2-Customer Care, Session 3-Managing Risk

12.45     Lunch Break

13.45     Session 4-Medical Terminology

15.00     Coffee Break

15.15     Session 5-Violent or Aggressive Patients 

16.15     Reflected Learning

16.30     Close     


  • Accommodation
  • Lunch
  • Parking
  • Refreshments
  • Wi-fi


Dr Val McGarrell of Prima Linea Training Associates 

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