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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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BEGIN:VEVENT
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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LOCATION:
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DTSTART;TZID=Europe/London:20261117T093000
DTEND;TZID=Europe/London:20261117T123000
DTSTAMP:20260811T161414Z
CREATED:20260728T102713Z
LAST-MODIFIED:20260811T161414Z
UID:10001123-1794907800-1794918600@primarycaredorset.co.uk
SUMMARY:Difficult Patient Conversations with Resilience
DESCRIPTION:Provider: Striding Edge Consultancy \nHosted by: Jacki Piper \nLesson Overview: \nDifficult conversations training for primary care helps staff develop the confidence\, empathy and practical communication skills needed to manage challenging conversations with patients\, colleagues and carers. \nPrimary care teams regularly support people who are anxious\, frustrated\, distressed\, angry or struggling to follow advice. These conversations can place real pressure on reception teams\, care navigators\, administrators\, clinicians and managers. \nThis course explores why conversations become difficult and how staff can respond with clarity\, compassion and resilience. It supports delegates to understand behaviour\, build rapport\, manage boundaries and communicate in ways that reduce conflict while preserving dignity and trust. \n  \nWho is training for: \nThis course is suitable for primary care staff who have difficult conversations with patients\, carers\, colleagues or members of the wider healthcare team. \n\nReception and patient services teams\nCare navigators and GP assistants\nAdministrators and secretarial staff\nPractice managers and team leaders\nHealth care assistants and nursing teams\nSocial prescribers\, link workers and care coordinators\nClinicians who support patients with complex needs or health behaviour change\n\nThe course is particularly useful for teams who want to improve patient communication\, reduce avoidable conflict and support staff wellbeing when conversations are emotionally demanding. \n  \nLearning Outcomes: \nBy the end of the session the delegate will be able to:  \n\nUnderstand why some conversations feel difficult and how perceptions can shape responses.\nExplore how stress\, anger and emotional pressure affect communication and behaviour.\nDevelop confidence in using empathy\, rapport and curiosity during challenging conversations.\nConsider the role of boundaries\, values and clarity when conversations become uncomfortable.\nPractise approaches for responding to anger\, frustration\, distress and unreasonable behaviour.\nApply communication skills to difficult conversations about patient health behaviours.\nBuild personal resilience by understanding what is within and outside our control.\n\n  \nBook here \nSelect Dorset Training hub when registering \nUse password: Dorset2026 \n  \n 
URL:https://primarycaredorset.co.uk/event/difficult-patient-conversations-with-resilience/
CATEGORIES:Non-Clinical
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LOCATION:
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DTSTART;TZID=Europe/London:20270127T133000
DTEND;TZID=Europe/London:20270127T170000
DTSTAMP:20260811T161901Z
CREATED:20260729T133327Z
LAST-MODIFIED:20260811T161901Z
UID:10001120-1801056600-1801069200@primarycaredorset.co.uk
SUMMARY:Online training for GP Receptionists: Signposting\, Prioritisation and Telephone Communication
DESCRIPTION:Provider: Telelearning \nLesson Aim: The aim of this session is to provide delegates with the skills and understanding required to probe\, sign post and prioritise by communicating effectively; to deliver excellent customer care and to provide information on how to deal with those patients who can be difficult\, demanding or frequent service users. \nWho is training for: All non-clinical staff working in Primary Care (e.g. GP Receptionists or administration staff covering the phone systems) \nLearning Outcomes: \nBy the end of the session the delegate will be able to: \n\nLearn how to communicate effectively\nHow to provide excellent customer service\nHow to deal with difficult\, demanding\, or frequent patients.\n\n  \nSignposting\, Prioritisation and Telephone Communication Training Programme: \n\nTelephone interactions – the purpose of probing\nWhat signposting really means and why it is an important part of the work of a doctor’s receptionist\nThe benefits and risks of working on the phone\nThe differences between face-to-face and telephone communications\nThe importance of good communication skills\nHow to overcome barriers to communication\nUnderstand what is really meant by active listening\nWhat makes someone a difficult caller?\nHow do you manage difficult callers?\nGood practice when taking a call\nThe importance of prioritisation and signposting skills (including managing emergencies where requested)\nSummary and closure.\n\n  \nHow is the training delivered? \nThis remote-learning course is as interactive as the classroom-based session\, with lots of audience participation and open discussion.  All you will need to participate in the online training course is access to the Zoom platform on your device and an email address.  Telelearning provides the training materials necessary for the day via email before the event\, as well as the log in information.  The training day runs from 1.30 pm (registration at 1.15 pm) to 5pm and following the event\, we will send you an attendance certificate for CPD purposes (3.5 hours CPD). \n  \nBook here 
URL:https://primarycaredorset.co.uk/event/online-training-for-gp-receptionists-signposting-prioritisation-and-telephone-communication-5-2/
CATEGORIES:Non-Clinical
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LOCATION:https://primarycaredorset.co.uk/event/online-training-for-gp-receptionists-signposting-prioritisation-and-telephone-communication-5-2/
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