From Reception to Active Signposting - webinar
Somerset LMC event
Tuesday 4 July 2023 at Zoom
Views: 402
This is an afternoon event.
Times: 13:30 - 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.
Please note that the email addresses of delegates will be shared with EPI so they can send out the webinar link and any course material, if a delegate would like to discuss this please contact Somerset LMC.
Location details
Zoom
Online
Is the training accessible to wheelchairs? Yes
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 |
