Practice team development

We can support GP practices and CCGs to deliver the GP Forward View Practice Development objectives, offering bespoke practice development training for all levels of care navigation.

We provide first class training programmes for all members of the practice team. Our focus on care navigation, active signposting and the management of clinical correspondence contributes to releasing time for care across the practice.

We have been the guardian of standards of primary care for over 65 years and are committed to providing both leadership and practical support for general practice.

Using a blended approach, we can work with you to address the training needs of:

  • Practice reception and clerical staff
  • Managers
  • Practice nurses and Advanced nurse practitioners
  • Physicians associates
  • GPs

Find out how we can help you develop your primary care team(s) with a solution tailored to your budget: Email 

Our courses

Choose from one of our face-to-face training courses for practice staff, or contact us to develop a bespoke blended training programme fit for your budget.

Active signposting

The RCGP Active Signposting programme is to be delivered with 3 hours of combined education and practical group exercises, and 2 hours of presentations from local support and care providers so that delegates are better equipped and more confident in signposting patients to alternative care providers within their community, and thereby release time for care within their practice.

Training outcomes:

  • Skills and confidence to deliver signposting.
  • Understanding what signposting is for.
  • Understand the receptionist’s role in signposting.
  • Understand the benefits to patients.
  • Understand the benefits to the practice.
  • Know what services are available for patients.
  • Using effective communication strategies.
  • The importance of patient safety and using protocols.
  • The importance of record-keeping.
  • Informing patients about what’s changed. 

Telephone communication, signposting and prioritisation skills training

The care role of non-clinical staff is crucial in managing demand for appointments alongside dealing with difficult and demanding callers.

  • Understand the differences between face to face and telephone communication.
  • Understand what makes someone a difficult caller and how to manage difficult callers.
  • Safely signpost patients to the right help.
  • How to design and review your signposting system to minimise risk.

Customer care – professionalism with patients

Care teams deserve support in recognising their role in delivering patient care.

  • Understand the impressions patients are given and how this impacts on behaviour.
  • Explore how understanding difficult interactions can improve the standard of service given to patients.
  • Identify standards of patient care to apply in the practice.

Getting to grips with clinical correspondence, confidentiality and data protection

This interactive, scenario-based course provides a clear understanding of clinical correspondence, confidentiality, data protection and access to records.

  • Understand medical confidentiality.
  • Gain confidence in navigating patients’ rights and data protection.
  • Mitigate risky situations.

Medical terminology

The course provides a basic understanding of the construction and meaning of medical terminology encountered on a daily basis.

Themes include:

  • How understanding medical terminology improves the quality of your work.
  • Breaking words down and putting them back together.
  • Anatomy and terminology of chronic diseases in the Quality and Outcomes Framework.

Managing violence and aggression

Everyone in the practice can be the unfortunate recipient of violence and aggression. This course supports staff in identifying situations which may become difficult so as to determine the best course of action.

Themes include:

  • Risky situations.
  • Keeping yourself safe.
  • De-escalating difficult situations.

Find out how we can help you develop your primary care team(s) with a solution tailored to your budget: Email 


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