Receptionist Development Programme
Course
In Glasgow
Description
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Type
Course
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Location
Glasgow (Scotland)
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Duration
6 Days
Cover key knowledge and skills required for medical and dental receptionists to engage in safe practice. Suitable for: Dental or hospital receptionist teams
Facilities
Location
Start date
Start date
Reviews
Course programme
Course Content
Module 1
Day 1
AM Why does risk matter?
PM Communication in the Practice
Day 2
AM Records and Risks
PM Working as a Team
Day 3
AM Prescriptions/Quality in Practice
PM Developing Yourself
Module 2
Day 1
AM First Aid
PM First Aid
Day 2
AM Health & Safety Awareness
PM Patients’ Rights & Customer Care
Day 3
AM Managing and Understanding Results
PM Protecting Yourself
MODULE 1
Why does Risk matter?
The aim of this module is to make receptionists aware of the importance or their role in the day to day running of the practice. By putting things in context they will understand how they can help to reduce risks to patients and provide a high quality of care.
After completing this module the receptionist will be able to:
- Recognise the role of primary care and how it fits in to the bigger picture
- Identify the recent changes in the NHS and their impact on primary care
- Identify the health policies which will drive future change in the practice
- Be aware of accountabilities and responsibilities
- Have an understanding of claims and complaints
Communication in the Practice
The aim of this module is to consider how communication affects the contact between receptionist, patient and the whole primary care team
After completing this module the receptionist will be able to:
- Be aware of the barriers to communication
- Understand the importance of body language and behaviour
- Assess the risks of poor communication within the primary care setting
- Understand the importance of various methods of communication (i.e. message taking, dealing with mail, providing a professional telephone manner)
Records and Risks
The aim of this module is to provide receptionists with an understanding of the importance of the medical record, where the risks are and how reception staff can help avoid risk
After completing this module the receptionist will be able to:
- Realise the importance of medical records
- Understand the risk areas associated with medical records
- Find practical solutions to safe and efficient record-keeping
- Understand who has rights to information and what those rights are
- Apply lessons learned from actual case studies to their own practice procedures and policies
- Understand how important their role is in improving the patient’s journey
Working as a Team
The aim of this module is to ensure receptionists have a better understanding of the role of the Primary Care Team, how teams work and how to tackle barriers to team working
After completing this module the receptionist will be able to:
- Identify members of the PHCT taking into account security of patient information
- Identify different teams in the Practice and assess how well they work
- Understand the benefits to patients and the Practice of good team working
- Understand the cycles of teams
- Understand how teams can be motivated
- Identify barriers to team working
- Identify solutions to improve team working
Prescriptions
The aim of this module is to increase the receptionist’s knowledge and understanding of the issues surrounding a practice repeat prescribing system.
After completing this module the receptionist will be able to:
- Describe the steps included in a standard repeat prescribing system
- Identify the risk areas in a repeat prescribing system
- Describe the receptionist’s role in minimising risk to patients when dealing with prescriptions (including changes to prescribing record, recording prescriptions, issuing prescriptions)
- Understand the role of the community pharmacist
- Recognise the commonly used medical prescribing abbreviations
Quality in Practice
The aim of this module is to ensure receptionists have a better understanding of why standards, audit and significant event analysis are required to reduce risks and improve patient services. It will help receptionists to understand the Quality and Outcomes Framework and their role in providing quality in the practice.
After completing this module the receptionist will be able to:
- Understand more about the Quality and Outcomes Framework and its importance in the practice
- Identify tasks/areas within their role for which standards can be set
- Understand the importance of monitoring and reviewing standards
- Describe the process of Significant Event Analysis, its uses and its contribution to improving patient care and risk reduction
- Describe the process of audit and its application to clinical/non-clinical activities and clinical governance
Developing Yourself
The aim of this module is to ensure receptionists have a better understanding of their role in the practice, looking at the skills, knowledge and behaviours they may need to do their job. It will also include a workshop on developing skills and to be more assertive
After completing this module the receptionist will be able to:
- Understand the importance of an induction programme and an appraisal
- Understand more about their personal development needs
- Understand assertiveness skills and how they can be used in the practice
- Identify their development needs in terms of knowledge, skills and behaviours to do the job
MODULE 2
First Aid
The aim of this module is to ensure receptionists are capable of preserving life in an emergency situation and provides them with a recognised First Aider certificate which is valid for 3 years
After completing this module the receptionist will be able to deal with:
- Emergency situations including the preservation of life
- Resuscitation (CPR)
- Prioritising need
- Hypoxia and asphyxia
- Bleeding
- Shock
- Burns
- Unconsciousness
- Fractures
Health & Safety Awareness
The aim of this module is to ensure receptionists have a better understanding of what health and safety means in General Practice and highlight the duties of the Practice and the receptionist in terms of Risk Assessment
After completing this module the receptionist will be able to:
- Identify how Health and Safety legislation applies to their Practice
- Identify the hazards common to General Practice, including those related to Fire Safety, First Aid, VDUs, Manual Handling, safe disposal of waste etc
- Understand the requirements of COSHH and RIDDOR
- Understand and carry out risk assessments in their own Practice
Patients Rights & Customer Care
The aims of this module are to ensure receptionists have a better understanding of medical ethics and patients rights; and to provide receptionists with the knowledge of how good internal customer care will enable all staff to provide excellent external care to all of their customers
After completing this module the receptionist will be able to:
- Understand patients’ rights in relation to treatment and confideltiality
- Understand the doctor’s duties towards patients
- Understand the complaints procedure used in general practice
- Understand the importance of first impressions and the key role of the receptionist
- Understand overall problems patients have when accessing the services of the practice
- Understand the concept of discrimination and the need to ensure equality of treatment for all regardless of age, sex, religion, race or disability
Managing and Understanding Results
The aim of this module is to provide the receptionist with an understanding of medical terminology and its relevance in safely handling patient results
After completing this module the receptionist will be able to:
- Be aware of the origins of medical terminology
- Understand the basic components of medical words
- Be familiar with common prefixes, roots and suffixes
- Understand standard medical abbreviations and how they relate to results
- Be aware of the risk areas when handling results
- Help the practice set up systems to minimise risk
Protecting Yourself
The aim of this module is to look at constructive ways of dealing with difficult and aggressive people and reducing the stress of the receptionist
After completing this module the receptionist will be able to:
- Understand the importance of verbal and non-verbal communication in difficult situations
- Identify ways of defusing these situations
- Be aware of the security risks in your practice
- Understand the nature of stress
- Recognise signs and symptoms of stress, physical, mental and social
- Be aware of the coping mechanisms
Venue: MDDUS Glasgow Office (or any other venue by arrangement).
Additional information
Receptionist Development Programme