Non-Clinical Primary Care Training Courses
Essential skills training to help managers, reception and admin staff succeed.
Want to build on previous training and develop the confidence of your care navigators? Perhaps need some stand-alone sessions to give your staff the skills and resilience to cope with ongoing challenges in practice? Our non-clinical primary care training courses can help.
Interactive sessions are available online and face to face. And they’ve been developed by our expert team, who all have years of experience working in general practice and supporting teams in various settings.
You can choose from a range of courses delivered online for convenience and ease. Download our brochure or contact us to discuss.
Our non-clinical primary care training courses can help you to:
- Alleviate pressures in your practice and improve access for patients.
- Boost the confidence and resilience of your hardworking frontline staff.
- Reduce pressure on your phone lines and improve patient experience through better use of digital communications.
- Launch or relaunch your approach to active signposting/care navigation locally.
- Maximise use of new PCN roles within your practice.
- Develop future practice managers and build skills of current managers.
Receptionists:
Supporting wellbeing
Online or face-to-face sessions to support reception teams through challenging and uncertain times. Our Wellbeing for Receptionists session is a much-needed chance to pause and reflect. We support them to continue to do their vital role, give them a safe space to discuss their worries and look at practical, positive ways to get them through the challenges still to come.
Good Conversations – Managing conflict with patients
Our Conflict Resolution session is designed to give your team an understanding and explanation of the positive of de-escalating and managing conflict with patients. This can be as a result of care navigation attempts by your care navigators or in a wider sense. This session is available face to face or online over teams.
Confident and effective communication
Our Effective Communication session is designed to refresh frontline staff’s skills to communicate confidently with patients. Not your run of the mill course; this is a popular session! This session is available face-to-face or online over teams.
Assertiveness – How to grow in confidence when having difficult conversations with patients
Available online or face-to-face, this session is designed to show staff what assertive behaviour is and how to respond to patients in a calmer and confident manner. The session also looks at why assertiveness is a useful skill for creating long-term positive relationships with patients first.
Digital customer service skills
This session looks at how to respond to emails, patient requests and online reviews confidently and effectively. Designed for those in charge of handling complaints or dealing with incoming requests, this session is led by an experienced trainer who handles digital communications for practices. Available online or face to face.
Social media customer service skills
This is the country’s first dedicated Social Media Customer Service Skills training course for general practice. Give your frontline staff the tools and techniques to handle comments made on your social media channels without worry. Led by an experienced trainer who handles digital communications for practices, this session is available online or face to face.
Practice Managers:
First time managing
For Practice Managers, new to leading in General Practice, this ‘time out’ workshop is a chance for both peer and knowledge learning. The session is led by an experienced trainer who understands the specific challenges of managing in practice.
Introduction to systems leadership
This training session covers three main areas: how systems work, system leadership and qualities for system leadership. Part of the session is spent understanding what systems are and what makes them capable of change and adaptation.
The main part of the session looks at a short case study in terms of system leadership. This highlights some key differences between traditional hierarchical management and system leadership.
There will be some focus, for example, on leading across boundaries, influencing rather than managing, understanding complexity, taking responsibility for your own learning, being comfortable with ambiguity and uncertainty and focussing on relationships and trust, rather than hierarchy and top down management.
Introduction to systems thinking
Systems thinking is quickly turning into a key management competency. It is about purpose, identity, connections, perspectives, behaviour, relationships and other related concepts.
This session covers the basics of systems thinking and what it means to ‘take a systems thinking approach’. You will be introduced to some of the key concepts and tools used in systems thinking, which can help you to develop your capabilities for understanding and working in complex situations.
You’ll discover how perceiving things as systems can make you think differently about complex situations and provide insights and understanding that might not be gained from other approaches.
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