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DTSTART;TZID=Europe/London:20261007T133000
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UID:10000954-1791379800-1791390600@primarycaredorset.co.uk
SUMMARY:Essential Communication and Care Navigation
DESCRIPTION:Provider: Striding Edge Consultancy \nHosted by: Jacki Piper \nLesson Overview:  \nCare Navigation Training is a practical and engaging programme designed to help reception\, patient access and care navigation teams develop the confidence\, communication skills and knowledge required to support patients effectively within modern primary care services. \nCare navigation is about far more than directing patients to the correct service. Effective care navigation requires strong communication skills\, professional judgement\, active listening and the ability to build rapport quickly whilst gathering the information needed to support safe and appropriate decision-making. This course helps participants develop the skills required to navigate patient conversations confidently and professionally. \nThe programme explores the complete care navigation process\, from opening conversations positively and gathering information effectively through to offering solutions\, managing expectations and concluding conversations professionally. Participants learn how to build trust\, develop rapport and create positive patient experiences whilst supporting access to the most appropriate services and healthcare professionals. \n  \nWho is training for:  \nThis programme is designed for reception\, administration\, patient access and care navigation staff who regularly communicate with patients and play a key role in helping people access the right services and support. \n\nReceptionists\nCare Navigators\nPatient Access Teams\nMedical Reception Managers\nReception Supervisors\nPractice Administrators\nPrimary Care Network Patient Services Teams\nCare Coordinators\nPatient Services Advisors\nGeneral Practice Support Staff\nCall Handling Teams\nHealthcare Administrators\nAnyone responsible for handling patient enquiries\, appointments and service navigation conversations\n\n  \nLearning Outcomes: \nBy the end of the session the delegate will be able to:  \n\nUnderstand the purpose and principles of effective care navigation within primary care\nDevelop confidence in conducting care navigation conversations professionally and consistently\nUnderstand the information required to support safe and effective patient navigation\nExplore the role of communication in supporting positive patient experiences\nDevelop practical techniques for building rapport and trust quickly\nRecognise how mindset\, beliefs and attitudes can influence patient interactions\nImprove questioning skills to gather relevant information effectively\nDevelop active listening skills that support understanding and reduce misunderstandings\nLearn techniques for confirming understanding and clarifying information accurately\nUnderstand how to communicate effectively with patients over the telephone\nDevelop confidence in managing conversations involving sensitive or personal information\nExplore approaches for supporting patients who are anxious\, embarrassed or reluctant to share information\nUnderstand how to offer solutions and signpost patients appropriately to services and healthcare professionals\nDevelop strategies for managing expectations and explaining triage processes clearly\nImprove confidence in concluding conversations professionally and positively\nUnderstand how communication can support continuity of care and improve patient outcomes\nDevelop practical approaches for communicating with people who have English as a second language\nCreate a structured approach to care navigation conversations that can be applied immediately in practice\n\n  \nBook here \nSelect Dorset Training hub when registering \nUse password: Dorset2026 \n  \n 
URL:https://primarycaredorset.co.uk/event/essential-communication-and-care-navigation-2/
CATEGORIES:Non-Clinical
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DTSTART;TZID=Europe/London:20261009T130000
DTEND;TZID=Europe/London:20261009T140000
DTSTAMP:20260706T100838Z
CREATED:20260625T095434Z
LAST-MODIFIED:20260706T100838Z
UID:10000973-1791550800-1791554400@primarycaredorset.co.uk
SUMMARY:Oliver McGowan Tier 1
DESCRIPTION:Tier 1 – Live Webinar Training Session \n1 hour online interactive session co-delivered by a person with a learning disability and an autistic person along with a facilitator. Focusing on general awareness about Learning Disability and Autism. \nSuitable For: \nTier 1 training is for health and social care workers who have no patient or service user contact within their role and require a general awareness of the support autistic people or people with a learning disability may need. \n\n\nFor FAQs see information on this page: Learning Disability and Autism training – Dorset Primary Care Training Hub
URL:https://primarycaredorset.co.uk/event/oliver-mcgowan-tier-1-6/
CATEGORIES:Clinical,Learning Disability and Autism,Non-Clinical
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LOCATION:https://primarycaredorset.co.uk/event/oliver-mcgowan-tier-1-6/
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DTSTART;TZID=Europe/London:20261020T130000
DTEND;TZID=Europe/London:20261020T140000
DTSTAMP:20260701T123608Z
CREATED:20260625T095510Z
LAST-MODIFIED:20260701T123608Z
UID:10000974-1792501200-1792504800@primarycaredorset.co.uk
SUMMARY:Oliver McGowan Tier 1
DESCRIPTION:Tier 1 – Live Webinar Training Session \n1 hour online interactive session co-delivered by a person with a learning disability and an autistic person along with a facilitator. Focusing on general awareness about Learning Disability and Autism. \nSuitable For: \nTier 1 training is for health and social care workers who have no patient or service user contact within their role and require a general awareness of the support autistic people or people with a learning disability may need. \n\n\nFor FAQs see information on this page: Learning Disability and Autism training – Dorset Primary Care Training Hub
URL:https://primarycaredorset.co.uk/event/oliver-mcgowan-tier-1-7/
CATEGORIES:Learning Disability and Autism,Non-Clinical
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LOCATION:https://primarycaredorset.co.uk/event/oliver-mcgowan-tier-1-7/
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DTSTART;TZID=Europe/London:20261021T093000
DTEND;TZID=Europe/London:20261021T123000
DTSTAMP:20260811T161712Z
CREATED:20260728T102234Z
LAST-MODIFIED:20260811T161712Z
UID:10001122-1792575000-1792585800@primarycaredorset.co.uk
SUMMARY:Excellent Customer Care
DESCRIPTION:Provider: Striding Edge Consultancy \nHosted by: Jacki Piper \nLesson Overview: \nPatient experience training for primary care is designed to help develop the everyday communication skills that build trust\, confidence and positive patient experiences across primary care. \nEvery interaction shapes how patients feel about their practice. Whether answering the telephone\, welcoming someone at reception\, responding to concerns or supporting patients through moments of uncertainty\, the quality of communication has a lasting impact on patient experience\, team confidence and the reputation of the organisation. \nOur Excellent Customer Care Training for Primary Care provides practical\, evidence-informed communication skills that help staff communicate with empathy\, professionalism and consistency. Delegates leave with greater confidence to build rapport\, manage expectations and create positive experiences throughout every patient interaction. \n  \nWho is training for: \nThis programme is designed for anyone who communicates directly with patients\, service users\, relatives or members of the public and wishes to improve customer care\, communication and patient experience. \n\nReceptionists\nCare Navigators\nMedical Reception Managers\nReception Supervisors\nPractice Administrators\nCare Coordinators\nAnyone responsible for delivering patient-facing services\n\nThe course is particularly valuable for organisations wishing to improve patient satisfaction\, strengthen communication skills and support staff in delivering consistently high standards of customer care. \n  \nLearning Outcomes: \nBy the end of the session the delegate will be able to:  \n\nUnderstand what creates an outstanding patient experience within primary care.\nDevelop communication skills that build rapport\, trust and confidence.\nRecognise how first impressions influence patient satisfaction and organisational reputation.\nExplore empathy\, active listening and compassionate communication techniques.\nDevelop confidence when managing patient expectations professionally and respectfully.\nUnderstand the importance of consistency across the whole practice team.\nRecognise the influence that every member of the practice has on patient experience.\nIdentify practical approaches that improve communication while supporting staff wellbeing.\n\n  \nBook here \nSelect Dorset Training hub when registering \nUse password: Dorset2026 \n  \n 
URL:https://primarycaredorset.co.uk/event/excellent-customer-care/
CATEGORIES:Non-Clinical
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