From Reception to Active Signposting
Somerset LMC event
Thursday 13 July 2023 at Westlands Leisure Complex
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This is an afternoon event.
Times: 13:15 - 16:30
Speakers
David Hotchin
Introduction
Receptionists in GP practices are now expected to do more than just book appointments with doctors. Using a directory of services, they can often ‘signpost’ to the most appropriate professional or service within the practice or locally. Our training From Reception to Active Signposting is based on EPI’s seminar “Enhance Your Telephone Conversations with Patients” which we’ve run approximately 120 times, for CCG audiences and individual practices.
Course Description
A seminar format for maximum interactivity lasting 3 hours, with a maximum of 30 attendees per session.
To include:
- Introduction and aims
- Evidence from published research e.g. the work of Professor E Stokoe
- Exercises; individually and in small groups, reflections on their own experience – what is going well, and where the challenges arise being on the receiving end
- A skill framework for improving communication skills
- Managing patient expectations
- Identifying the needs of the patient – gathering information
- How to create a directory of services – “who does what?”
- Selecting the appropriate clinician/service and signposting the patient without clinically triaging
- Maintaining confidentiality
- Red Flags – formalising and extending your own practice protocols
- Sharing some best practice examples of patient educational materials to support this new way of working e.g. signposting documents for practice website, waiting room, leaflet etc. (examples used by EPI practice customers, with permission)
- A SMART action plan to take back to your own surgery.
A course pack for all participants will include
- A course book for all; acting as a workbook on the day and a reference for later
- Key handout materials, including excellent examples of signposting materials from EPI’s experience (e.g. in use by previous EPI customers)
Initially 2 people per practice can book to attend, if space if available nearer the date other places maybe offered to practices. It is recommend that delegates cascade the training to colleagues who are unable to attend.
Once this session is fully booked any additional bookings will be placed onto the waiting list. We will be running 3 signposting events in June/July, please see our events page for other dates.
Lunch will not be provided.
Please note the room is on the first floor and access is only via stairs (no lift). This training is being held in an accessible venue on 28th June in Bridgwater or online on 4th July, please see separate booking page on our website.
Location details
Westlands Leisure Complex
Westbourne Close , Yeovil, BA20 2DD
Is the training accessible to wheelchairs? Please contact event organisers to discuss
http://www.westlandsyeovil.co.uk/
Main contact
Name: Sarah Johns
Email: sarah.johns@nhs.net
Phone: 01823 331428
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.
Please log in to book this event
This event is open to Somerset GPs, Practices and their staff in the Somerset LMC area. Some events may be open to other healthcare providers, details will be listed in the event.
| Name | Cost |
|---|---|
| SGPET members | £0.00 |
| Non-members | £0.00 |
