Webinar: From Reception to Active Signposting
Somerset LMC event
Tuesday 14 June 2022 at Zoom
Views: 332
This is an afternoon event.
Times: 13:00 - 16:00
An interactive small group experience delivered to EPI.
Background
During the coronavirus emergency, it is increasingly the case that all general practices, out of hours services, some hospital doctor’s and other clinical practitioners, will operate telephone triage and conduct telephone or video consultations wherever possible. Receptionists may feel under pressure to deal with calls as quickly as possible which may lead to an extensive and overwhelming triage list for clinicians.
Receptionists in GP practices are now expected to do more than just book appointments with doctors. Using a directory of services, they can often ‘signpost’ to the most appropriate professional or service within the practice or locally. Our training From Reception to Active Signposting’ is based on EPI’s webinar "Enhance Your Telephone/Remote Consulting & Triage". They work particularly well together making for a more cohesive practice approach.
Outline of proposed session
• Introduction and aims
• Evidence from published research e.g. the work of Professor E Stokoe
• Reflections on own experience - where the challenges arise
• A quick skill framework for improving communication skills
• Managing patient expectations
• Identifying the needs of the patient – gathering information
• It’s not all just coronavirus
• Selecting the appropriate clinician/service and signposting the patient without clinically triaging
• Maintaining confidentiality
• Red Flags – formalising and extending your own practice protocols
Format
We use a balance of activities including
• Presentation with facilitated discussion
• Interactive reflective activities, using both the chat facility and breakout rooms
• Access to free online video and materials
We use Business Zoom software, ensuring security. This allows real time text chat amongst participants. It allows you to direct questions at any time to the trainer and it allows the organisers to give the floor to participants as helpful.
From Reception to Active Signposting Customer Feedback
“Many thanks to you for the quality and enthusiasm of your sessions with us. There is no doubt that it was the best received and most relevant training.
Please note that delegate email addresses will be shared with EPI to assist with the setting up of this webinar and for follow up information. Please contact Somerset LMC if you have any concerns relating to this.
Once this session is fully booked any additional bookings will be placed onto the waiting list, we hope to run another signposting session in the near future.
Location details
Zoom
Online
Is the training accessible to wheelchairs? Yes
Main contact
Name: Sarah Johns
Email: sarah.johns@somersetlmc.co.uk
Phone: 01823 331428
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.
Please log in to book this event
This event is open to Somerset GPs, Practices and their staff in the Somerset LMC area. Some events may be open to other healthcare providers, details will be listed in the event.
| Name | Cost |
|---|---|
| Free of charge | £0.00 |
