Reception Masterclass

Suitable for new reception staff who have not received any formal training or those who are new to General Practice.


It works through all aspects of the role, including; image and first impressions, communication skills, telephone manner, understanding signposting, providing excellent patient care, keeping calm under pressure, dealing with GMS1 forms and foreign nationals, handling all enquiries including prescription requests; dealing with difficult patients, confidentiality and making accurate referrals to members of the practice team.


This is a course delivered virtually to delegates who must have access to a working email address and a desktop PC, Pad Device or Smart phone, with audio/microphone capability and ideally (but not essential) video/camera capability


The objective of this course is to provide individual receptionists with the confidence to handle any situation they are faced with and to appreciate the importance of their role as the “face of the Practice”.


Delegates will complete the course with a sense of confidence in tackling difficult situations and recognising the importance of their role in providing a seamless service to both patients and other staff.


A receptionist’s customer service and the way they interact is an advertisement for the surgery. It is something on which they will be judged and it is crucial therefore, that they understand the Practice ethos, remain professional and viewed as an important cog in the wheel of the surgery.


Their responsibilities regarding confidentiality will be enhanced and the importance of saying what they can do, rather than what they can’t.


This high level one day overview course will ensure that delegates develop their reception skills in communication, telephone manner, how to handle difficult situations, making accurate referrals and understanding the GMS1 form and the implications to foreign nationals.


This course should form part of the induction process for new staff, and as a target for performance management going forward.


Regular follow up with Practice or Reception manager is essential to provide continued development, embedding the fundamental skills learnt in the workshop are put into practice.


How to book: Please login to your Invicta Health Learning account http://invictahealth.learningpool.com to book a place or email learning@invictahealth.co.uk for more information!

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