Receptionist training: Module 1

Patient confidentiality and dealing with difficult people

  1. Training
    Any date to suit you


    Morning session (10am to 1pm)
    Afternoon session (2pm to 5pm)

    Your practice or a neighbouring practice

    Module 1 covers 'patient confidentiality' and 'dealing with difficult people'.

    Patient confidentiality
    • Define confidentiality
    • The importance of confidentiality
    • Six key principles to confidentiality
    • Confidentiality statement in reception
    • The confidential conversation (short exercise)
    • Confidentiality agreement/contract
    • Personal information kept on computers and paper copies
    • Disposing of confidential information
    • What form of communication can be used to identify a person? (group participation)
    • What information can be used to identify a person? (group participation)
    • When a staff member breaks patient confidentiality (example)
    Dealing with difficult people
    • What can be defined as being a 'difficult person'? (short exercise)
    • Certain factors can affect workplace violence
    • Complaint handling
    • Dos and don’ts of complaint handling
    • The waiting room
    • Dealing with a difficult call
    • Dealing with a complaint
    • Incident reporting (sample form)
    • Complaint forms
    Half day (one module): £695 + VAT
    Full day (two modules): £945 + VAT
    For up to 12 receptionists. You may wish to join up with other neighbouring practices to share the cost of the training.

    Bookings via Practice Index are charged at a discounted rate and all come with a money-back guarantee.

    Course run by:
    Sheila 'the Reception Trainer'

    About the trainer:
    Sheila started her career as a receptionist working her way up to surgery supervisor, managing 55 reception, administration and secretarial staff.

    Sheila's aim is to give your receptionists, secretaries and administrators a better understanding of their role and their responsibilities and to support them through the correct procedures of working in a busy surgery environment. Sheila fully understands the dedication and hard work of receptionists, administrators and secretaries, and appreciates the balance between staff morale and the business focus of the managers.

    Sheila is a qualified trainer and is now sharing her experiences of working in general practice.

    Please note: If the aforementioned trainer is not available on the day, a suitable replacement trainer will be supplied. For remote parts of the UK, additional travel costs maybe incurred. If so, this will be made clear to you before you book the training.

Recent Reviews

  1. JG1
    Beneficial for new staff and good as a refresher for other staff. Sheila understood the receptionist role and staff found her very approachable. We did share training with another local surgery which also proved to be useful for the staff to share experiences and see that they are not the only ones struggling in the current climate in General Practice.
  2. JohnC
    Sheila really knows her stuff and the staff loved it. She tailored everything to our practice too, which we weren't expecting. Great feedback from all staff and will look to use for other modules in the coming months. Highly recommend.