Lancashire and South Cumbria Training Hub

Supervisory and Leadership Skills Training
2023-06-15 10:00 - 16:30 UTC
OVERVIEW
Supervisors and team leaders are often individuals who have made the transition from being one of the team to leading the team, or have arrived to take charge of an established team. This can create challenges. Supervision requires great people, communication, and motivational skills and this is what attending the course will help you to develop. By the end of the course you will understand the principles of leading teams, have strategies to communicate and delegate effectively, be able to motivate your team and feel more confident.
AIMS

Making teams that perform
Being a creditable team leader
Effective delegation
Giving inspiring feedback
Motivating yourself and others
Great communication

WHO SHOULD ATTEND?
All established and new team leaders/managers working within primary care
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
Full day (virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Correspondence Management Workshop - Level 2
2023-06-16 09:30 - 16:30 UTC
Workshop Objective
This aims to equip operational administrative staff to safely and efficiently take actions where appropriate, and which may include forwarding correspondence to another member of the team, or passing letters to a GP for action if a clinical decision is required. It is a more advanced task than document processing or coding alone.
It requires support staff to have the requisite skills and confidence to consistently make safe and informed decisions about how to code a letter and its contents in the patient record, how to use an approved protocol for deciding which letters need to be sent to a GP and with what level of urgency, and when to ask for help.

AIM – Level 2
By the end of this workshop delegates will have an overview understanding of the Read coding, and medical terminology needed to enable them to fully contribute to the safe, practice application of “Correspondence Management”.
Delegates will also receive a number of standard checklists and templates which they will then be able to adapt for their Practice.
Level 2 incorporates an online assessment for each candidate taken in their own time at the practice.
The topics that will be covered include;

Welcome, introductions and objectives
Read Codes
Purpose
Definition
Structure
Episodicity
Common abbreviations
Codes derived from Secondary Care
Medical Terminology
Word structure and building blocks
Major body systems and organs
Common tests & investigations
Action Plan

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
Full day (9:30-16:30) Virtual

HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Managing Difficult Telephone Conversations Training
2023-06-20 09:00 - 12:00, 2023-06-28 14:00 - 17:00 UTC
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.

OVERVIEW
This interactive course enhances telephone skills to enable your team to develop better rapport with patients, control conversations better, care navigate and also to reduce difficult conversations/abuse.

AIMS

Getting the Best out of Patients on the Phone
Creating the personal connections that are lost in face to face contact
How your choice of words matters
Making a great start to create a personal connection
Techniques to reduce the likelihood of abuse
Noticing the patient’s mood and flexing your language to create empathy
Question techniques to ensure that we get the information we need from the patient to care navigate effectively
Dealing with patients who say too much
Dealing with patients who might be aggressive or angry
Dealing with patients who don’t say enough
Dealing with patients with communication challenges
Recovering after a tough conversation

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)

HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Note Summarising Training
2023-06-22 14:00 - 17:00 UTC
OVERVIEW

The course will raise confidence, eliminates the most common mistakes with a simple to use structure, and will improve the quality of summarising in the practice, which in turn will improve safety, audit, QoF and quality.

AIMS

What should be summarised?
What can be omitted?
When is active/past used?
When is significant/minor used?
Summarising sensitive data
Summarising family records
Summarising protocol provided.

WHO SHOULD ATTEND?

Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?

3 hours (Virtual)

HOW TO JOIN?

You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Correspondence Management Workshop - Level 3
2023-06-23 09:30 - 16:30 UTC
Workshop Objective
This aims to equip operational administrative staff to safely and efficiently take actions where appropriate, and which may include forwarding correspondence to another member of the team, or passing letters to a GP for action if a clinical decision is required. It is a more advanced task than document processing or coding alone.
It requires support staff to have the requisite skills and confidence to consistently make safe and informed decisions about how to code a letter and its contents in the patient record, how to use an approved protocol for deciding which letters need to be sent to a GP and with what level of urgency, and when to ask for help.

AIM – Level 3
By the end of this workshop delegates will have both consolidated their learning from previous workshops and also grown their understanding of the importance, for patient safety ,of both working to protocols and learning from experience. Delegates will not only have time to learn, share and reflect but will also develop a personal action plan and some simple templates
Level 3 incorporates an online assessment for each candidate taken in their own time at the practice.
The topics that will be covered include;

Welcome, introductions and objectives
What are we doing now ?
What is the required change ?
What is our route map ?
How to do this safely?
Managing potential risk – a 5 stage approach
The importance of Clinical Governance
GP Champion
Medico-legal considerations
How to work effectively and efficiently
The importance of protocols
What are they ?
What makes a good, safe, effective protocol ?
Knowing your limitations
Reviewing a simple protocol
The Importance of the audit cycle/feedback cycle
Who is responsible for what ?
Compliance with CQC’s 5 key questions
Learning from experience and the the PDSA cycle
Action Plan

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
Full day (9:30-16:30) Virtual

HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Note Summarising Training
2023-06-29 09:30 - 12:30 UTC
OVERVIEW
The course will raise confidence, eliminates the most common mistakes with a simple to use structure, and will improve the quality of summarising in the practice, which in turn will improve safety, audit, QoF and quality.

AIMS

What should be summarised?
What can be omitted?
When is active/past used?
When is significant/minor used?
Summarising sensitive data
Summarising family records
Summarising protocol provided.

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)

Supervisory and Leadership Skills Training
2023-07-25 09:30 - 16:30 UTC
OVERVIEW
Supervisors and team leaders are often individuals who have made the transition from being one of the team to leading the team, or have arrived to take charge of an established team. This can create challenges. Supervision requires great people, communication, and motivational skills and this is what attending the course will help you to develop. By the end of the course you will understand the principles of leading teams, have strategies to communicate and delegate effectively, be able to motivate your team and feel more confident.
AIMS

Making teams that perform
Being a creditable team leader
Effective delegation
Giving inspiring feedback
Motivating yourself and others
Great communication

WHO SHOULD ATTEND?
All established and new team leaders/managers working within primary care
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
Full day (virtual)

Essential Care Navigation
2023-07-27 09:30 - 12:30 UTC
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.

OVERVIEW
With the Forward View requiring that primary care takes the lead on signposting patients to the most appropriate support (other than the GP they want to see), practice staff will need to learn a range of skills in holding these conversations and dealing with the challenges of patient expectation and behaviour.
This Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs.

AIMS

What is care navigation?
Why is care navigation essential in taking primary care forward?
Recognising the care navigation we are already doing.
Understanding that signposting is not triage
Tips to ensure that patients have confidence in the process
Supporting patients who are reluctant to not see a GP
Managing aggression and frustration
Minimising abuse
Developing self-confidence in the role

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)

HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Essential Care Navigation
2023-09-05 09:30 - 12:30, 2023-09-19 09:30 - 12:30 UTC
OVERVIEW
With the Forward View requiring that primary care takes the lead on signposting patients to the most appropriate support (other than the GP they want to see), practice staff will need to learn a range of skills in holding these conversations and dealing with the challenges of patient expectation and behaviour.
This Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs.

AIMS

What is care navigation?
Why is care navigation essential in taking primary care forward?
Recognising the care navigation we are already doing.
Understanding that signposting is not triage
Tips to ensure that patients have confidence in the process
Supporting patients who are reluctant to not see a GP
Managing aggression and frustration
Minimising abuse
Developing self-confidence in the role

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

Excellent Customer Care Training
2023-09-07 14:00 - 17:00 UTC
OVERVIEW

An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!

AIMS

Defining excellent customer care
Why first impressions are so critical
Understanding why patients demand and don’t ask
Understand why we feel challenged by ‘unreasonable’ expectations from patients
How empathy affects our reactions and how to become more empathetic in challenging conversations
Creating more effective team approaches to dealing with challenging patients
Managing anger and complaints more effectively.
Managing queues more effectively
Reducing abuse on the phone

WHO SHOULD ATTEND?

Non-Clinical Primary Care Staff

Chaperoning
2023-10-12 09:00 - 12:00 UTC
OVERVIEW
The course aims to really expand the understanding and knowledge of chaperoning in primary care. The course examines the problematic stereotypes of which patients will be offered a chaperone and in which circumstances.
We then go on to examine the roles and responsibilities of chaperones, including developing their knowledge as to an extended definition of intimate examinations, where to stand, what to say and do.
We also discuss what information should be reported after a chaperoning consultation and their role in the event of a complaint being made.

AIMS

Clarifying definitions
The concept of ‘intimacy’
Roles and responsibilities of the partners and the chaperone
What the chaperone should be looking for whilst present
Issues of consent: when and how it should be gained
Risk areas in conducting intimate examinations
Challenges to the gmcs ‘same sex chaperone’ guidance,
The themes to be addressed in a practice chaperone policy
Reporting concerns
Providing a chaperoning policy

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

Essential Care Navigation
2023-10-17 09:30 - 12:30 UTC
Full details on Striding edge site here: The Hub – Striding Edge Consultancy

SNOMED Training
2023-11-07 09:00 - 12:00 UTC, 2023-11-30 09:00 - 12:00 (Europe/London)
OVERVIEW

The course will raise confidence, eliminates the most common mistakes with a simple to use structure, and will improve the quality of the coding in the practice, which in turn will improve safety, audit, QoF and quality.

AIMS

To examine the reasons for coding
Introducing Snomed Concepts
Explaining how concepts can be used to increase accuracy.
To explain searching techniques for coding
To develop an understanding of common coding errors and how to make good
Showing how common Read terms map into Snomed
Snomed search browsers
To concentrate on improving data quality by correct coding

WHO SHOULD ATTEND?

Non-Clinical Primary Care Staff

Note Summarising
2023-11-08 09:30 - 12:30 UTC

Chaperoning Training
2023-11-15 09:30 - 12:30 (Europe/London)
The course aims to really expand the understanding and knowledge of chaperoning in primary care. The course examines the problematic stereotypes of which patients will be offered a chaperone and in which circumstances.

Please note registration closes 3 days before session date.

Excellent Customer Care Training
2023-11-16 09:00 - 12:00 (Europe/London)
Defining what excellent customer service truly is through the understanding of how the patient thinks and feels. Including strategies to ensure high quality conversations between staff and patient.

AIMS

Defining excellent customer care
Why first impressions are so critical
Understanding why patients demand and don’t ask
Understand why we feel challenged by ‘unreasonable’ expectations from patients
How empathy affects our reactions and how to become more empathetic in challenging conversations
Creating more effective team approaches to dealing with challenging patients
Managing anger and complaints more effectively.
Managing queues more effectively
Reducing abuse on the phone

For non-clinical staff only.

Essential Care Navigation Training
2023-11-29 09:30 - 12:30 (Europe/London)
Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs.

Please note registration closes 3 days before session date.

Note Summarising Training
2023-12-07 14:00 - 17:00, 2023-12-13 09:00 - 12:00 (Europe/London)
The course will raise confidence, eliminates the most common mistakes with a simple to use structure, and will improve the quality of summarising in the practice, which in turn will improve safety, audit, QoF and quality.
For non-clinical staff.

Non clinical skills session How to empower your team (GPN)
2024-01-23 12:30 - 13:30 (Europe/London)
How to empower your team for all GPNs and anyone with a clinical role in Primary Care hosted on MS Teams.
This 60 minute lunch and learn session teaches the principles of coaching to develop your staff to self direct and problem solve

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.

Non clinical skills session The Art of Delegation (GPN)
2024-01-30 12:30 - 13:30 (Europe/London)
The Art of Delegation is a lunch and learn session for all GPNs and anyone with a clinical role in Primary Care hosted on MS Teams.
This 60 minute lunch and learn session explores different management styles and provides the necessary tools to delegate effectively

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.

Chaperoning Training
2024-02-06 09:30 - 12:30 (Europe/London)
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.
OVERVIEW
The course aims to really expand the understanding and knowledge of chaperoning in primary care. The course examines the problematic stereotypes of which patients will be offered a chaperone and in which circumstances.
We then go on to examine the roles and responsibilities of chaperones, including developing their knowledge as to an extended definition of intimate examinations, where to stand, what to say and do.
We also discuss what information should be reported after a chaperoning consultation and their role in the event of a complaint being made.
AIMS

Clarifying definitions
The concept of ‘intimacy’
Roles and responsibilities of the partners and the chaperone
What the chaperone should be looking for whilst present
Issues of consent: when and how it should be gained
Risk areas in conducting intimate examinations
Challenges to the gmcs ‘same sex chaperone’ guidance,
The themes to be addressed in a practice chaperone policy
Reporting concerns
Providing a chaperoning policy

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
By signing up you agree for your information to be stored and shared by the Training hub, with the Training Provider and with NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Problem solving, root cause analysis and decision making (Non-Clinical)
2024-02-06 14:00 - 15:30 (Europe/London)
This session explores problem solving and decision making tools as well as looking at root cause to establish an effective solution to a problem.

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you are no longer able to attend, please cancel your place. If you are struggling with booking or cancelling your place, please contact us.
By signing up you agree for your information to be stored and shared by the Training hub and with the Training Provider, NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Business Planning Masterclass (Non-Clinical)
2024-02-21 10:00 - 11:00 (Europe/London)
This one hour session gives you the tools to make a business plan for your surgery, including useful templates to aid business and succession planning, which is now part of the CQC well led domain.
This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you are no longer able to attend, please cancel your place. If you are struggling with booking or cancelling your place, please contact us.
By signing up you agree for your information to be stored and shared by the Training hub and with the Training Provider, NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Year End Masterclass (Non-Clinical)
2024-02-23 12:00 - 13:00 (Europe/London)
This one hour session gives an overview of year end requirements- and includes handy checklist template handouts and getting through QOF guidance.

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you are no longer able to attend, please cancel your place. If you are struggling with booking or cancelling your place, please contact us.
By signing up you agree for your information to be stored and shared by the Training hub and with the Training Provider, NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Excellent Customer Care Training
2024-02-29 09:30 - 12:30 (Europe/London)
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.
OVERVIEW
An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!
AIMS

Defining excellent customer care
Why first impressions are so critical
Understanding why patients demand and don’t ask
Understand why we feel challenged by ‘unreasonable’ expectations from patients
How empathy affects our reactions and how to become more empathetic in challenging conversations
Creating more effective team approaches to dealing with challenging patients
Managing anger and complaints more effectively.
Managing queues more effectively
Reducing abuse on the phone

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
By signing up you agree for your information to be stored and shared by the Training hub, with the Training Provider and with NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Essential Care Navigation
2024-03-06 13:30 - 16:30 (Europe/London)
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.
OVERVIEW
With the Forward View requiring that primary care takes the lead on signposting patients to the most appropriate support (other than the GP they want to see), practice staff will need to learn a range of skills in holding these conversations and dealing with the challenges of patient expectation and behaviour.
This Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs.
AIMS

What is care navigation?
Why is care navigation essential in taking primary care forward?
Recognising the care navigation we are already doing.
Understanding that signposting is not triage
Tips to ensure that patients have confidence in the process
Supporting patients who are reluctant to not see a GP
Managing aggression and frustration
Minimising abuse
Developing self-confidence in the role

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
By signing up you agree for your information to be stored and shared by the Training hub, with the Training Provider and with NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.
