Care Navigation for Non-Clinical Staff (run in partnership with Network for Practices)

Length: 3.5 hours per workshop Location: Online using Zoom (all participants need access to a laptop or PC)

Make a booking enquiry


The primary care receptionist role has continued to develop over many years into more than just booking appointments for patients. With appropriate training and support non-clinical staff can facilitate the patient journey more effectively. Receptionists can ensure the patient is seen by the most appropriate professional in the Practice; or by using a directory of services for their locality, signposting to other services within the NHS or third-party providers.

Who should attend the workshop

  • Reception staff and other front-line staff who regularly interact with patients

Learning outcomes

By the end of the three workshops non-clinical staff will:

  • Understand the importance of communication skills verbal and non-verbal
  • Have more confidence in communicating and dealing with patients
  • Have more confidence in triaging patients
  • Have more confidence in signposting patients
  • Understand the sources of advice and support available, e.g. a directory of services
  • Understand the importance of a whole team approach and how their role fits within this

Workshop format

The programme consists of three half-day workshops:

Workshop 1: Compassionate communication skills for triage and signposting for frontline staff

Workshop 2: First line of care: Effective triage in general practice for front-line staff

Workshop 3: Roadmap to care: Unlocking the potential of effective signposting for front-line staff

To maximise the benefit of training, we recommend that staff attend all three training workshops as the learning is cumulative. However, the workshops also work well as standalone sessions.

Workshops can be arranged flexibly to suit the practice needs, though ideally the maximum gap between workshops should not exceed one week.

We cap the group size at 12 people to enable everyone to fully take part, have their questions answered and to gain the maximum learning from the interactive workshops.

Zoom joining instructions will be sent as part of the meeting invitations unless the organisation prefers to use its own video conferencing facility.

More courses from us

Patients Behaving Badly – How to Manage them Effectively
Patients Behaving Badly – How to Manage them Effectively
Ever replayed that conversation and wished you had handled it better? This workshop will look at practical techniques to help you achieve successful and positive outcomes in difficult situations. Techniques learned are immediately applicable to your workplace.
Giving Great Customer Care Over the Phone
Giving Great Customer Care Over the Phone
The telephone is often the primary form of contact for a practice, so great telephone skills are vital for all staff. This workshop helps delegates to sound and feel confident, professional and positive in their calls.
Telephone Triage (run in partnership with Network for Practices)
Telephone Triage (run in partnership with Network for Practices)
For any clinical practice, telephone training plays an important role in ensuring your patients’ safety, health, wellbeing and overall experience. This workshop offers telephone training for your non-clinical staff, equipping them with the knowledge and skills they need in non-clinical triage role.