Receptionists & Administrators

Did you know?

Receptionist and Administrator colleagues make up over 51% of the Primary Care workforce and are therefore crucial to providing accessible and high-quality care to our patient population. Providing an interface between the practice and the patients, these roles are the lynchpin of Primary Care, saving lives and making a difference.

As Receptionist and Administrator colleagues we understand you have a vast range of responsibilities which will vary from Practice to Practice. We aim to provide some useful resources on this page, and we hope to develop it further with your feedback.

If you have any feedback or ideas to develop this page please contact us at glicb.pcwc@nhs.net

Training Resources

Admin and Receptionist Away Days

During Spring 2023 the Training Hub ran 3 Away Days for Reception and Administration colleagues. These half day sessions took place in the Forest of Dean, Stroud and Gloucester. The events were a celebration of the Receptionist and Administrator roles, providing opportunities to learn and network with peers. Resources from these events can be found below.

Resource Pack

Presentation

Bitesize Training Sessions

The training hub ran a series of bitesize lunch and learn sessions in late 2022/early 2023 designed to support reception and admin colleagues in Primary Care. The sessions focused on Managing Medication Requests, Red Flags – Acutely Unwell Patients and Health & Wellbeing. The recordings of these sessions can be accessed below.

Managing Medication Requests

Red Flags – Acutely unwell patients

Health & Wellbeing

Conflict Resolution & Customer Service Training Sessions

Off the back of the success of the Conflict Resolution Training taster sessions that were run as part of the Admin Away Days, the Training Hub funded 2 full length Conflict Resolution Training Sessions in November 2023. Please find the presentation and recording of the session linked below.

Presentation

New to Primary Care Induction Sessions

Are you new to Primary Care or do you know a colleague who is? After the success of the first Induction Session which took place in December 2022 the Primary Care Training Hub will be running regular induction sessions (bi-monthly) that will support people starting work in Primary Care, across all roles.

The induction session will include:

• An overview of the structure of General Practice/Primary Care (how do GP surgeries work, what is a PCN and an ICS/ICB)
• How can the training hub can support you
• An understanding of the varied roles in General Practice
• Digital/IT resources
• Training, education and supervision
• Health and wellbeing
• Personalised Care
• An opportunity to interact and speak with other colleagues new to Primary Care

In addition to the above, an induction pack containing a wealth of resources will be sent to you after the session, as a reference guide. To book onto an Induction session please click here

Coming Soon…

• De-escalation and Personal Safety Training – click here for more details
• Admin Away Days 2024 – click here for more details and to register

For further events and training opportunities please visit our Training Directory

Career Development

Primary Care is an exciting and diverse place to work, offering a wealth of opportunities to develop your career. Whether your interest be in developing within your non-clinical role or starting your journey towards a clinical role there are opportunities available to you. Primary care offers a rewarding and varied career; with a broad mix of roles in lots of different settings.

The below flow diagram demonstrates some of the pathways and opportunities for career development for Reception and Administration colleagues within Primary Care.

Career Development Case Study

Below is a short video created by Kayleigh Moore, Operations Manager & Digital Transformation Lead within Cheltenham Central Network PCN. Kayleigh’s video is a great insight into her career journey and development within Primary Care in Gloucestershire.

Apprenticeships

There are many Apprenticeship opportunities available for both clinical and non-clinical career pathways. From Business Administration and Project Management apprenticeships to Health Care Assistant and Pharmacy Technician apprenticeships, a wealth of career development opportunities are awaiting you. Please click here to visit our Apprenticeships page for lots more information and resources.

Health and Wellbeing

We know that working in the busy environment of general practice can be challenging. We support our colleagues to look after their own health and wellbeing and would encourage everyone to take the time to consider the range of support resources below.

The Wellbeing Line – Unlocking confidential mental health and wellbeing support for anyone working in health and social care in Gloucestershire. Call 0300 421 7500/ Website The Wellbeing Line | Selfcare is not selfish. Phone lines are open: Monday/Tuesday/Wednesday/Friday 9.00am-4:30pm, Thursday 9.00am to 8.00pm

Supporting our NHS People – NHS England » Support available for our NHS people

Health & Wellbeing Champions – speak to your Practice Manager to confirm who the Health & Wellbeing Champion is within your practice.

For a wealth of information and resources visit our Health & Wellbeing page

Useful Links and Resources

AMSPAR – The Association of Medical Secretaries, Practice Managers, Administrators and Receptionists: www.amspar.com

Community Pharmacy Lead Link – supportglos@lpcoffice.org.uk

Community Pharmacy Services – CCG Live – Commissioned Community Pharmacy Services (glos.nhs.uk)

Facebook – Find us on Facebook to keep up to date with the latest training offers and events Gloucestershire Primary Care Training Hub | Facebook

Training Directory – Keep up to date with the education and training offers available by visiting our Training Directory

One Gloucestershire – Integrated Care System – NHS Gloucestershire (onegloucestershire.net)

NHS Gloucestershire – NHS Gloucestershire: NHS Gloucestershire ICB and @NHSGlos

Digital Resources:

• IT helpdesk – email: ghft.itservicedesk@nhs.net, telephone: 0300 422 2808
• Digital resources on G-care: G-Care – The Digital Wire (glos.nhs.uk)
• Learn to use SystmOne in 30mins: https://www.youtube.com/watch?v=Yms5iV4ceNc
• More video guides at: https://youtube.com/playlist?list=PLDex7N6CQ9iEX0gPLhPV3qD_ZndeSi3D6

Care Navigation