Communications and Active Signposting Training for Primary Care Staff

//Communications and Active Signposting Training for Primary Care Staff

  RECEPTIONISTS ADMINISTRATORS MANGERS

Aim:

This 3 part training programme ensures staff competence with Active Signposting and guides the Practice Managers and GP champions to lead their team through the processes needed to ensure a safe and robust approach to this extended role. 

Overview

Level 1 and 2 Bronze training for Active Signposting and Communication 

Is designed to equip and energise non-clinical staff in GP practice with the skills, competencies and knowledge needed to fulfill this extended and enhanced role of active signposting. The non-clinical staff will be part of the team that ensures the patient sees the right person, right time, first time. As part of the GP Forward View initiative, NHS England suggests that active signposting is introduced into practices, which would free up GP time. In one study, data submitted by 56 GPs for over 5,128 consultations, 27 per cent of appointments were judged to have been appropriate for diversion or handled differently. It makes more appropriate use of each team member’s skills and increases job satisfaction for receptionists and administrators.

Bronze Level 1 Overview 

 The programme enables understanding and learning in the following areas: 

  • Face to face service and attitudes of staff to include empathy, compassion and NHS Values
  • Active signposting What, why and how
  • Reception care navigation
  • How to use on-line portals (guiding delegates through your local search engine)
  • Overview of level 1 competency
  • Record keeping and sharing information
  • Signposting to local services and Community Navigators
  • Actor scenarios dealing with everyday patient interactionsConversations to include aspects of
  • Communicating with carers
  • Homelessness
  • Highlighting social prescribing
  • Patients with dementia
  • Proper use of the SBARC handover tool

 

Bronze Level 2 Overview 

PMs
Reception staff
Administrators
Community/care navigators

This interactive phase of the programme enables understanding and learning in the following areas: 

  • Consultation types: what to offer, when
  • Offering the options
  • Active listening skills
  • Enhanced questioning skills
  • The receptionists extended role as curator of information relating to local services, including pharmacists
  • Awareness and skills required when dealing with the patient with complex needs
  • Protocols and competency level 2 relating to active signposting
  • Red flag symptoms and what actions to take

 

2018-02-15T14:10:03+00:00