PROGRAMMES
Administration and Clerical Support
This training offer supports the essential and much-valued Administration and Clerical workforce within Primary Care across Lancashire and South Cumbria. The programme aims to provide the Administration and Clerical workforce with the training, support and development they need to carry out their role and support their career progression.
On this page you will find training options, webinars and events, funding information, updates and links to resources.
If you have any questions please contact our team [email protected]
Ready to take your next step in Primary Care?
If you are ready to take your next step in Primary Care you may find our interactive tool useful to help you to consider the options available to you.
Non-Clinical Training Expressions of Interest
Are you and your colleagues looking for funding for training to be hosted for your team? We are now accepting expressions of interest to provide face to face and virtual training in your practice or PCN.
This expression of interest form only takes a few minutes to complete and gives you the opportunity to request relevant training.
What's happening
Current Training Offers
Appraisals
This one hour session looks at the key points to performing an effective appraisal
This is a fully interactive session- please ensure you have a camera and microphone
Interviewing skills
This one hour session looks at interview techniques to get the most out of recruitment.
This is a fully interactive session- please ensure you have a camera and microphone.
Care Navigation
There are currently three different types of Care Navigation training on offer at the moment. At the Training Hub we are hosting Essential Care Navigation and Enhanced Care Navigation Training. NHSE also has a Care Navigation offer for one member of staff per practice or PCN. Find out more below.
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.
Click on the below dates to book
- 29th November (9:30-12:30)
Book here. More dates coming soon.
Please note registration closes 3 days before session date.
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.
More dates coming soon.
Care navigation training available to March 2024
As part of the support outlined in the Delivery Plan for Recovering Access to Primary Care, practice and PCN managers can nominate one member of staff, ideally reception staff and care navigators involved in triaging requests, to complete virtual care navigation training at foundation or advanced level.
On completion, individuals will be confident to communicate effectively with patients and be able to signpost to the most relevant team member or local services depending on patient needs. This training is fully funded by NHS England until March 2024. Please email [email protected] with any questions. Care navigation training FAQs are also available.
Chaperoning
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.
Click on the below dates to book.
“Very interesting and informative training session.
Learnt more around the chaperoning role than I
originally thought I would.
Much more confident in the role moving forward.”
Handling Difficult Situations
Escalla working in partnership with NHSE. Book here.
NHS England is pleased to announce that a final cohort of the award-nominated ‘Handling difficult situations – Caring for yourself and others with compassion’ course is now available to colleagues in frontline, patient facing roles. This training programme, which is available for free, aims to help upskill colleagues in how to handle difficult situations with compassion, using appropriate communication techniques and active listening skills, whilst very much focussing on how to keep yourself well if you feel affected by a situation.
The skills learnt in the training can be used in a wide range of difficult situations, including where patients may present in a challenging or distressed manner, during instances of uncivil behaviour or when speaking about difficult topics of conversation.
Excellent Customer Care
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.
SNOMED and Read Coding
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.
Click on the below dates to book.
“Really good – worked in NHS 20 years and learnt more today around coding and understanding concepts that have done on previous courses.”
Note Summarising
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.
Click on the below dates to book.
“I really enjoyed this session. I feel like my confidence in my ability to summarise notes has doubled. The session was fun too- I never felt bored and always felt engaged and like everyone was being included despite it being online.”
Diploma and Short Course Offers
Apply for funding
AMSPAR
AMSPAR Full Diploma
This course is designed for those already in management and wishing to gain a formal accredited qualification and professional membership. It is also for those that might be in a deputy or junior managerial role and wish to aspire to becoming a practice or health manager.
Please find below the application process:
- Please read and complete the ASMPAR Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly that you are applying for the Full Diploma.
AMSPAR Individual Modules
- Managing medical ethics & legal requirements
- Financial management & budgeting
- Managing information & communication
- Developing & leading teams to achieve organisational goals & objectives
- Developing or improving services in a primary care health environment
- Developing critical thinking
- Managing for efficiency and effectiveness
- Managing recruitment
- Becoming an effective leader
Please find below the application process:
- Please read and complete the ASMPAR Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly that you are applying for Individual Module(s).
AMSPAR Basic Medical Terminology
The aim of this unit is to enable the learner to develop a basic knowledge of how to accurately construct, identify and use a specified range of medical terminology.
Please find below the application process:
- Please read and complete the ASMPAR Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly that you are applying for Medical Terminology.
Medical Secretary - KeyNet
MC10 - Medical Secretary Diploma Course - Advanced (approx. 60 hours
See full course details here: MC10 MEDICAL Secretarial
This course is suitable for beginners, graduates requiring skills for the modern business environment or for those already working within a medical environment. Beginners learn touch typing, audio typing and word processing. The course includes medical terminology basics and medical documentation such as those used in hospitals and by GPs. Modules include Copy Typing, Text Production at Level 1 and Level 2, Medical Word Processing Level 2 and Medical Audio Transcription Level 2. The course is available through distance learning.
The course offers the opportunity to gain the following:
KeyNet Medical Secretarial Diploma
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
MS30 - Medical Secretarial Short Diploma Course (30 hours)
See full course details here: MS30 MEDICAL Secretarial
This course is suitable for those who already have good keyboard and word processing skills.
The course includes medical terminology and medical documents such as those used in hospitals and by GPs. Modules include Text Production Level 2, Medical Word Processing Level 2 and Medical Audio Transcription Level 2. The course is available through distance learning.
The course offers the opportunity to gain the following:
KeyNet Medical Secretarial Diploma
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
MS35 – KN Medical Secretary Diploma - Advanced Level 3 (80-120 hours)
See full course details here: MS35 MEDICAL Secretarial Advanced Level 3
The course follows the syllabus for the OCR Word Processing Level 3 and OCR Text Production Level 3. Comprehensive training is given in medical terminology, advanced word processing and text production of a variety of correspondence.
- Medical Terminology: The origin and structure of medical terms, Terminology instruction, exercises and assessment
- Text Production Level 3
- Word Processing Level 3
The course offers the opportunity to gain the following:
- KeyNet Medical Secretarial Diploma Level 3
- AMSPAR/CITY & GUILDS Certificate in Medical Terminology Level 2 or 3
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
MT30 - Medical Terminology Course (60 to 80 hours)
See full course details here: MT30 MEDICAL TERMINOLOGY
This course is ideally suitable for those who already have some secretarial / administrative experience. It is suitable for those wishing to change career in order to specialise in medical secretarial work or for those already working within the NHS.
Comprehensive training is given in medical terminology.
- The origin and structure of medical terms
- Terminology instruction, exercises and assessment
The course offers the opportunity to gain the following:
- Keynet Certificate in Medical Terminology
- AMSPAR/CITY & GUILDS Certificate in Medical Terminology Level 2 or 3
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
MT35 – KN Medical Secretary Advanced Diploma (140 hours)
See full course details here: MT35 MEDICAL Secretarial Advanced Level 3
- Medical Terminology: The origin and structure of medical terms, Terminology instruction, exercises and assessment
- Text Production Level 3
- Word Processing Level 3
Comprehensive training is given in medical terminology, medical word processing and medical audio transcription of correspondence such as that used in hospitals and by GPs.
Medical Correspondence including; Letters, Memos and Reports using medical terminology throughout.
For example:
- Referral letters from GPs to Consultants
- Hospital lists of information
- Multi-page reports on medical conditions
- Tables of medical information
- Information notices
The course offers the opportunity to gain the following:
- KeyNet Medical Secretarial Advanced Diploma
- AMSPAR/CITY & GUILDS Certificate in Medical Terminology Level 2 or 3
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
MT60 – KN Medical Secretary Advanced Diploma (approx. 100-120 hours)
See full course details here: MT60 MEDICAL Secretarial
Comprehensive training is given in medical terminology, medical word processing and medical audio transcription of correspondence such as that used in hospitals and by GPs. A pocket medical dictionary and medical terminology book is also provided to aid your study.
- Medical Terminology: The origin and structure of medical terms, Terminology instruction, exercises and assessment
- Medical Word Processing
- Medical Audio Transcription
The course offers the opportunity to gain the following:
- KeyNet Medical Secretary Diploma
- AMSPAR/CITY & GUILDS Certificate in Medical Terminology Level 2 or 3
Please find below the application process:
- Please read and complete the Funding Application Form and return to [email protected]
- Once we have approved your funding, we will advise you on your next steps to apply on the course
Please state in your email clearly which course you are applying for
Coaching
Coaching Offer
We are developing a coaching and mentoring offer for those colleagues looking for support with their next step. A wide range of committed and qualified coaches and mentors will be able to provide you with professional coaching and mentoring to support you with your next step.
If you would like to meet a mentor to discuss your next step:
We are currently collecting expressions of interest for Non-Clinical Staff who would like one to one support and coaching from one of our Non-Clinical Mentors. Email: [email protected]
Non-Clinical Mentorship
We are not currently recruiting Non-Clinical Mentors.
If you are interested in joining our waiting list, please do contact us on [email protected].
We will be in touch if the programme does expand.
Further Training Offers
General Practice Assistant (GPA) Programme
As part of the wider team in general practice, General Practice Assistants provide a support role, carrying out administrative tasks, combined in some areas with basic clinical duties. They can help to free up GPs time and contribute to the smooth running of appointments, improving patients experience in the surgery.
Free HFMA bitesize courses for NHS staff
The HFMA have worked in partnership with NHS England to provide a number of HFMA bitesize online courses free of charge to all NHS staff. There are several ways to access the courses for free. Visit the HFMA website.
Correspondence Management
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.
We currently have no further dates for this training. We are monitoring demand. If you would like to register your interest please complete this expression of interest form
Improvement Fundamentals
A radical programme of online courses for those involved in health and social care.
Improvement Fundamentals is a programme of online, self-directed mini-courses in quality improvement (QI) for those involved in heath or social care services.
Find out more here.
Access the Quality Improvement Learning Portal here.
Other Support / Training Offers
NHS England is pleased to announce the extension of a national training programme – ‘Handling difficult situations – Caring for yourself and others with compassion’.
The Institute of General Practice Management (IGPM) has launched its formal accreditation programme for managers in primary care, with 10 managers already having received the accreditation.
Anyone with a managerial role in general practice can apply for accreditation, with full details of eligibility available on the IGPM website. Associates must apply to be assessed by an accreditation panel in order to obtain the level of Member of the Institute of General Practice Management (MIGPM).
This is welcomed news for managers, with the IGPM established by practice managers to ensure that there is a professional body to represent and support them. Practice managers can join The IGPM online.
NW Leadership Academy provide a wide range of free Leadership training to Primary Care staff. Visit their Primary Care page on their website here to see their up to date offers.
Two training sessions have been developed to support Practice, Primary Care Network (PCN) Managers and their teams. This training will equip managers and their teams with the tools, resources and knowledge to become effective leaders and to develop strong resilience to thrive in their roles. See the below flyer for more info!
All dates are face to face.
We are currently collecting expressions of interest for this training.
If you are interested in this training, please email [email protected].
New ‘how to’ guides have been published as part of the package of resources available through the General Practice Improvement Programme. They include quick wins and tips from practices who have adapted how they work, to improve patient access and reduce pressure on staff.
The guides cover five elements:
- how to align capacity with demand
- how to improve care related processes
- how to improve care navigation
- how to improve telephone journeys
- creating highly usable and accessible GP websites for patients
Can’t find what you’re looking for? Please email [email protected], we would like to hear from you to help us understand training needs to support the non clinical workforce.
What's happening
Coming Soon
Speaking to people with English as a second language
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.
Click on the below dates to book.
“The course was interesting and informative, a realisation how we come across to people for whom English is their second language and how to overcome this”
No further dates – please express your interest to [email protected].
Understanding blood tests and results
The course aims to develop a good understanding of the most common blood tests taken in general practice.
We explore the medical reasons why these blood tests are required, including discussion of the therapeutic ranges and why this is important.
“Lovely trainer – very informative! Loved the session, thank you.”
No further dates – coming soon
Excellent Customer Care
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!
More dates coming soon.
“It was an amazing course which touched all the points I needed to be addressed. The trainer did it in a very engaging and interesting way.”
- 7th September (14:00-17:00) Fully booked
Please note registration closes 3 days before session date.
If you cannot find what you are looking for above. We always like to hear what training is needed for the Admin and Clerical Workforce in Primary Care. Please fil out our Training requests survey.
Training in Numbers
NON-CLINICAL DEPARTMENT
Meet Our Team
Louise Fazakerly
Project Lead
Monique Marcolini
Non-Clinical Ambassador
Summer Seath
Project Support
Sam Williamson
Administrator