Reception staff are the first contact patients have with any practice and potentially have a big impact on every patient’s experience of the care they receive.
Yet training opportunities for receptionists have historically been few and far between.
PCC has developed a training programme to remedy that. The series of half-day courses reflects the contribution reception staff can make in delivering several of the ten high impact actions set out in the GP Forward View (GPFV).
In Manchester, ten local care organisations will form a major part of the fabric of the £6bn devolution programme. General practice is driving the development of these organisations. Elsewhere in the country, PCC is helping an emerging multi-specialty community provider (MCP) to sort out pay for GPs who sign up. Every item in the current issue of Commissioning Excellence focuses on the role of general practice in the changing healthcare landscape – not discussing the theory but real developments that are happening now. A group of practices in Larwood, Nottingham, has already reduced unscheduled admissions from local care homes by 67%, part of a £290,000 annual saving in urgent care costs. This issue also reviews PCC’s recent Contracting for new care models event (it runs again in Warrington this week), which gets under the covers of ACO contracts. Commissioning Excellence looks too at training initiatives to help practices better manage workload while improving the service for patients.
The media is full of stories involving serious problems that have suddenly struck particular enterprises. The cause may be external and beyond the organisation’s control (such as a natural disaster) or internal (such as a failure to comply with regulations, or issues with quality control).
Whatever the cause, you are left to wonder why top management were not aware of the possibility so that they could take evasive action – or at least be in a position to react quickly and positively when the problem arose.
This e-learning course looks at the concept of risk management and how it has developed, the sort of infrastructure and processes it requires, and the impact it has on traditional control systems. It also looks at some of the problems which have made national and international news.
Reception teams can improve the experience of patients and practice staff by taking simple steps to improve customer service.
This event on 5 December in London, 25 January in Manchester and 7 February in Birmingham supports practices to make the changes that will result not only in better experience for their patients but more confident, capable staff able to reduce stress and enjoy greater job satisfaction.
Our training supports several of the ten “high impact actions” for practices prescribed by the GP Forward View, including developing the practice team, quality improvement, active signposting, social prescribing, self-care and reduced DNAs (“did not attends”).
The GP forward view sets out a vision for general practice that starts with practical steps to free up GP time, improve efficiency and make better use of the skills available in the workforce. It recognises that general practice needs to be strong, healthy and sustainable to survive. These characteristics are equally important if general practice is to play its part in the development of the integrated local care systems of the future. To enable practices to start their development journey or move to the next phase, PCC has created a package of support giving them access to our events, webinars, e-learning and training, including development for practice teams. We also provide resilience support for individual practices or groups. To find out more about how we can help you, email email@example.com “general practice development” in the subject line.