Reception Skills 1


This session can be split into thre sections and at each stage discussions about how your practice succeeds or fails in any area should be encouraged.

  1. Customer care at reception; understand importance of customer care and how applies to patients, learn importance of customer care chain, discover the effects of poor customer care, share standards of customer care which other practices have developed, demonstrate good practice in customer handling
  2. Managing risk at reception; understand why risk management is important to the practice, identify risks in the practice, have an overview of the legislation governing confidentiality, be able to identify ways to manage the risks to confidentiality, test your skills by working through case studies
  3. Dealing with aggression; understand the reasons that can contribute towards aggression, recognise when communication is escalating toward aggression, understand the circle model of violence and where the trigger points are, learn strategies to deescalate aggression, value the status of the patient while protecting your own safety



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Up and Coming Sessions

The following are confirmed by NHS24 and agreed locally.:-


CREATE PLT dates 2019:-


23 May 2019

28 August 2019

22 October 2019

14 November 2019




CREATE Evening Events 2019:-


31 January 2019

29 May 2019

30 July 2019

25 September 2019

27 November 2019




CREATE CPR Events 2019/2020


5 March 2019

23 April 2019

12 June 2019

29 August 2019

22 October 2019

04 December 2019

30 January 2020

03 March 2020




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