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Ten tips to upskill your receptionists (1 CPD hour)

Steve Williams advises on no- and low-cost ways to train administrative staff and improve practice efficiency



This module offers advice on ways that GPs can upskill receptionists, covering:

  • Training and education
  • Succession-planning
  • Complaints-handling
  • Ways to save costs on training and staffing

After reading these articles you will be asked to record your learning points and some action points to earn a suggested 1 CPD credit. Below are some suggested questions to reflect on as you work through the module:

Consider devising a list of discrete administrative tasks which could feasibly be delegated to receptionists.

  • Do your receptionists have an annual appraisal? Is a PDP an integral part of this?
  • Are you aware of local training resources? Could some staff training be provided in house – including by retired or semi retried staff? Are there opportunities to share training with neighbouring practices?
  • Are key members of staff likely to retire soon? Do you have a succession plan?
  • Can the CQC approval process act as a catalyst to upskill reception staff?


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