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X-WR-CALDESC:Events for Lancashire and South Cumbria Training Hub
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DTSTART;TZID=Europe/London:20260311T140000
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DTSTAMP:20260415T230755
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UID:56757-1773237600-1773248400@lscthub.co.uk
SUMMARY:Excellent Customer Care
DESCRIPTION:For Admin and Clerical Staff working in Lancashire and South Cumbria General Practice. The course dives into the art of delivering exceptional client experiences\, focusing on creating a culture of empathy\, efficiency\, and professionalism. \nCourse Aims:\n\nDefining excellent customer care\nWhy first impressions are so critical\nUnderstanding why people demand and don’t ask\nUnderstand why we feel challenged by ‘unreasonable’ expectations\nHow empathy affects our reactions and how to become more empathetic in challenging conversations\nCreating more effective team approaches to dealing with challenging behaviours\nManaging anger and complaints more effectively.\nManaging queues more effectively\nReducing abuse on the phone\n\n\n\nDefining Excellent Customer Care: The course begins by defining what truly constitutes excellent customer care\, emphasising its profound impact on client satisfaction and the overall service quality. Participants will gain essential insights into the critical role of first impressions\, understanding that initial interactions play a vital role in setting the tone for positive and lasting experiences.\nUnderstanding Client Expectations: Participants will explore the nuances of personal demands\, even those unspoken\, and learn how to anticipate patient needs. We focus on the psychological aspects that shape patient expectations\, enabling staff to proactively address and exceed these needs to ensure high patient satisfaction.\nManaging Unreasonable Expectations: Handling unreasonable expectations can be challenging. This course equips participants with practical tools for navigating such situations with empathy and professionalism. By understanding the importance of empathetic communication\, staff will be able to foster more compassionate and effective interactions\, even in difficult conversations\, strengthening patient relationships.\nTeam Approaches to Challenging Behaviour: The course covers how to build an effective team approach for dealing with challenging behaviours. Anger management techniques and effective complaint resolution are addressed\, ensuring that participants can turn potential conflicts into opportunities for service improvement and a more positive patient experience.\nQueue Management and Service Efficiency: Efficient queue management is a key practical element of excellent customer care. Participants will learn strategies to reduce wait times and improve overall service efficiency\, directly contributing to higher client satisfaction.\nReducing Phone Abuse and Ensuring Respectful Communication: The course also focuses on managing phone abuse and promoting professional\, respectful communication during telephone interactions\, ensuring that all communication\, whether in person or on the phone\, maintains the same high standard of care.\n\n\n\n\nThis is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting. \nPLEASE NOTE:  Resources are only available to attendees.  Please ensure that you either put your name in the chat or use the QR code to register your attendance via your Medtribe account when you log onto the session. \n\n\n\nYou will receive a certificate post training for your attendance. Places are limited\, if you have booked a place\, please ensure you attend.\nIf you have any additional needs or requirements to attend this session\, please contact us at mbpcc.lscthub@nhs.net.\nBy signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider\, NHSE and NHS ICB\, for the delivery of this training\, monitoring\, reporting and certification purposes only.
URL:https://lscthub.co.uk/events/excellent-customer-care-3/
CATEGORIES:Non-Clinical Staff Training
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260318T133000
DTEND;TZID=Europe/London:20260318T163000
DTSTAMP:20260415T230755
CREATED:20260128T153750Z
LAST-MODIFIED:20260128T153750Z
UID:56840-1773840600-1773851400@lscthub.co.uk
SUMMARY:Essential Care Navigation
DESCRIPTION:In this course\, you’ll explore the Essential Care Navigation programme designed to equip healthcare professionals with the skills to navigate the complexities of patient care in primary care settings. \n\n\n\n\n\nAbout this course: \n\n\nWhat is care navigation\, triage and signposting?\nEffectively open a care navigation conversation and retain control about its direction\nFocusing on what you can offer and not worrying about what you can’t\nMake the patient feel heard without allowing the patient the opportunity to dictate their solution\nAsk insightful questions to elicit the essential information to navigate accurately\nUse language carefully to make the patient feel understood and heard\nManage different types of patient responses and attitudes\nCreating rapport (both on the phone and F2F)\nManaging different types of patient responses (oversharing\, embarrassment\, anger\, communication barriers)\nInterrupting and closing off conversations.\nUnderstand more about ARRS.\n\nLearn More About NHS Care Navigation:\nTo gain a deeper understanding of NHS Care Navigation\, we recommend reading the BMA guideline for an in-depth perspective. \n\nIn today’s evolving healthcare environment\, effective care navigation is crucial for delivering seamless patient experiences. Our Care Navigation Training course focuses on empowering healthcare professionals with the knowledge and tools to excel in GP care navigation. \n\nEssential Care Navigation in Primary Care:\nGain valuable insights into the fundamental principles of care navigation within general practice. Learn the art of starting conversations effectively\, asking insightful questions\, and maintaining control from the outset. This foundational training ensures you can offer high-quality support to patients navigating the healthcare system. \n\nGP Care Navigation Skills:\nExplore the specific nuances of GP care navigation\, a core element of patient-centred care. Understand how to guide patients through the healthcare system and connect them with essential services\, including ARRS roles (Additional Roles Reimbursement Scheme). Learn to support patients in accessing the full spectrum of primary care services to enhance their care. \n\nCommunication Excellence in Care Navigation:\nMaster the key communication skills essential for managing both phone and face-to-face care navigation conversations. Stay in control of discussions\, ensuring that the patient feels respected\, heard\, and understood. Use the right language to minimize anger and confrontation\, making patients more accepting of care navigation options and reducing the likelihood of challenging situations. \n\nUtilising Technology in Care Navigation:\nGet an overview of the care navigation software used in primary care settings to streamline processes and enhance the patient experience. \n\n\n\nThis is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting. \nPLEASE NOTE:  Resources are only available to attendees.  Please ensure that you either put your name in the chat or use the QR code to register your attendance via your Medtribe account when you log onto the session.\n\n\nYou will receive a certificate post training for your attendance. Places are limited\, if you have booked a place\, please ensure you attend.\nIf you have any additional needs or requirements to attend this session\, please contact us at mbpcc.lscthub@nhs.net.\nBy signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider\, NHSE and NHS ICB\, for the delivery of this training\, monitoring\, reporting and certification purposes only.
URL:https://lscthub.co.uk/events/essential-care-navigation-15/
CATEGORIES:Non-Clinical Staff Training
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DTSTART;TZID=Europe/London:20260325T093000
DTEND;TZID=Europe/London:20260325T123000
DTSTAMP:20260415T230755
CREATED:20260204T115533Z
LAST-MODIFIED:20260204T115550Z
UID:56968-1774431000-1774441800@lscthub.co.uk
SUMMARY:Chaperoning in Primary Care
DESCRIPTION:This online Primary Care Chaperone course is designed for non-clinical staff who may be asked to act as chaperones and require formal training in intimate examinations.\n\n\nGMC and CQC Aligned: This course meets strict standards set by the General Medical Council and Care Quality Commission\, ensuring you receive training that complies fully with healthcare regulations.\nCulturally Sensitive: We raise awareness of cultural diversity so chaperones can ensure all patients feel safe and respected\, regardless of background or identity.\nInteractive and Engaging: Delivered over three hours\, our training encourages conversation\, questions\, and sharing of real-life examples.\nFocused on Primary Care Settings: Unlike generic chaperone courses\, ours is specifically tailored for general practice staff.\nIn-Depth Understanding of Intimate Examinations: Learn to appreciate each patient’s unique preferences and vulnerabilities\, and become aware of unconscious biases that may affect patient comfort.\nSafeguarding and Reporting: Understand your role in safeguarding and how to report any concerns or complaints raised before\, during\, or after the examination.\n\n\n 
URL:https://lscthub.co.uk/events/chaperoning-in-primary-care-2/
CATEGORIES:Non-Clinical Staff Training
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DTSTART;TZID=Europe/London:20260416T133000
DTEND;TZID=Europe/London:20260416T163000
DTSTAMP:20260415T230755
CREATED:20260204T115649Z
LAST-MODIFIED:20260204T115649Z
UID:56969-1776346200-1776357000@lscthub.co.uk
SUMMARY:Understanding Blood Tests and Results Training (Non-Clinical staff)
DESCRIPTION:The Understanding Blood Tests and Results training course is specifically created for roles such as GP receptionists\, HCAs\, GPAs\, care coordinators\, and other support staff. No clinical background is required. \n\nThis interactive course helps you build a working knowledge of blood tests and their results\, giving you the confidence to support patients and colleagues more effectively in your practice. \nBy the end of this course\, you will: \n\nUnderstand why blood tests are done and what they look for\nRecognise common test names and abbreviations\nFeel more confident discussing test results with patients or clinical staff\nKnow when to escalate or seek clinical advice based on the results\nBe a more informed and valuable part of your primary care team\n\n\nWhat the Understanding Blood Tests and Results Training Course for Non-clinical staff covers\n\n1. Why Blood Tests Matter in Primary Care\nYou’ll explore the key reasons why blood tests are ordered in general practice — from routine monitoring to investigating symptoms. Understand how they help in identifying\, diagnosing\, and managing a wide range of conditions like diabetes\, anaemia\, infections\, and more. \n\n2. Common Blood Tests Explained\nWe break down the most frequently requested blood tests in primary care\, using clear\, jargon-free language. Learn about:\n\nFull Blood Count (FBC)\nLiver Function Tests (LFTs)\nKidney Function (U&Es)\nHbA1c and cholesterol levels\nThyroid testing and more\n\n3. Understanding Results and Therapeutic Ranges\nYou’ll learn what normal ranges look like\, and what it might mean when values are too high or too low. This is essential knowledge for anyone supporting patients who call with queries about their blood test results. \n\n4. Practical Scenarios and Real-World Examples\nUsing real-life case studies\, we’ll walk through examples of typical results and patient journeys. This makes it easier to relate what you’ve learned to day-to-day work in a GP practice. \n\n\n\nThis is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.\n\n\nYou will receive a certificate post training for your attendance. Places are limited\, if you have booked a place\, please ensure you attend.\nIf you have any additional needs or requirements to attend this session\, please contact us at mbpcc.lscthub@nhs.net.\nBy signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider\, NHSE and NHS ICB\, for the delivery of this training\, monitoring\, reporting and certification purposes only.
URL:https://lscthub.co.uk/events/understanding-blood-tests-and-results-training-non-clinical-staff-7/
CATEGORIES:Non-Clinical Staff Training
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