course information

This course is designed to develop the knowledge and skills required for administration/clerical and reception staff, to deliver an organised and efficient service to medical teams.

It is ideal for newly appointed receptionists, administrators, and clerical assistants working in GP practices or within a hospital/medical setting. It is also aimed at existing staff who would like to refresh their skills and knowledge of the topics and issues which they come across each day working in a medical setting, including information governance, confidentiality, conflict management and resolution, prioritising workloads, telephone skills, and medical terminology.

aims and objectives

• To gain an understanding of the importance of confidentiality within the workplace, including an understanding of Government

• guidelines

• To learn and discuss strategies for dealing with conflict, including dealing with aggressive patients/clients/colleagues

• Effective telephone skills, including dealing with sensitive issues over the telephone

• To understand the importance of equality and diversity within General Practice

• A basic understanding of medical terminology and commonly used medical abbreviations

• An understanding of how to prioritise a heavy workload, and how to make the most of your time

course contents

• Information Governance, including Freedom of Information, Data Protection Act and Caldicott

• Confidentiality

• Equality and Diversity

• Conflict Management and Resolution (both with patients/clients and colleagues)

• Handling Complaints

• Prioritising your workload

• Effective telephone skills/professionalism

• Medical Terminology – An Introduction

• Commonly used medical abbreviations

who should attend?

• Medical Receptionists

• Administration Staff

• Medical Secretaries

​