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New GP Receptionist Training (Scotland)

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Summary

New GP Receptionist Course Scotland is designed for new and developing reception and administrative staff working in NHS Scotland GP practices and primary care teams.

This practical course helps delegates understand the role of GP reception, how Scottish general practice works, and how reception teams support safe, effective and compassionate patient care.

The programme introduces the structure of NHS Scotland, including territorial NHS Boards, Special NHS Boards and the wider primary care environment. It also covers common disease areas, confidentiality, GDPR, patient identification, giving results safely, practice procedures, red flags and simple communication skills.

This Scotland course mirrors the core content of our New GP Receptionist Programme for England, while adapting the structure and examples to reflect NHS Scotland and Scottish GP practice settings.

The course also complements our Essential Care Navigation, Excellent Customer Care, Essential Medical Terminology Training, Read Code Training, GP Note Summarising Training and wider Primary Care Administration, Reception & Systems Training pillar.

For further context, the NHS inform guide to GP services provides useful patient-facing information about general practice in Scotland.

Aims

New GP Receptionist Course Scotland Aims

The aim of this New GP Receptionist Course Scotland is to help reception and administrative staff develop confidence in working safely and effectively within Scottish GP practices.

  • Understand the role and responsibilities of GP reception teams in Scotland.
  • Develop awareness of how NHS Scotland and general practice services are structured.
  • Recognise the roles of GPs, nurses, healthcare assistants and wider primary care staff.
  • Understand common disease areas encountered in general practice.
  • Apply confidentiality, GDPR and information governance principles in practice.
  • Use safe patient identification processes when speaking with patients, relatives and carers.
  • Understand appropriate approaches to giving results and sharing information.
  • Recognise red flags and situations requiring escalation in line with practice protocols.
  • Develop simple communication skills for telephone and front-desk interactions.
  • Build confidence in supporting patients professionally and compassionately.
How Long Is The Course?

How Long Is This Scottish GP Receptionist Course?

This New GP Receptionist Course Scotland is usually delivered as a half day, structured induction-style programme for new and developing reception staff.

The course can be delivered online or face-to-face and can be adapted to suit the needs of individual GP practices, clusters, Health Boards and wider NHS Scotland primary care teams.

Delivery includes teaching, discussion, practical examples, quizzes and workplace-focused scenarios to help delegates apply the learning within their own practice setting.

Who Should Attend?

Who Should Attend This Scottish GP Receptionist Training?

This New GP Receptionist Course Scotland is suitable for staff who are new to general practice or who would benefit from a structured introduction to reception and administration in NHS Scotland primary care.

  • New GP receptionists working in Scottish practices.
  • Reception staff developing their confidence and understanding.
  • Care navigators and patient-facing administrators.
  • Practice administrators and support staff.
  • Staff moving into NHS Scotland primary care from other sectors.
  • Managers seeking a structured induction programme for new reception staff.

The course is designed for GP practices and primary care organisations in Scotland. For English practices, see our New GP Receptionist Programme.

Additional Information

New GP Receptionist Course Scotland Overview

The New GP Receptionist Course Scotland provides a practical introduction to working in GP reception and primary care administration within NHS Scotland.

The course helps delegates understand general practice, patient-facing administration, confidentiality, patient identification, communication and safe escalation. It is designed to support staff who are new to Scottish GP practice environments or who need a structured refresher.

Understanding General Practice in Scotland

  • The role of GP practices in NHS Scotland.
  • How general practice supports patients and communities.
  • GP partnerships, salaried GPs, locums and trainee doctors.
  • The role of practice nurses, healthcare assistants and wider clinical staff.
  • Understanding professional registration and professional bodies.

NHS Scotland Structure and Primary Care Teams

  • Overview of NHS Scotland.
  • Territorial NHS Boards and their responsibilities.
  • Special NHS Boards and national services.
  • Scottish Government health and social care responsibilities.
  • How reception teams fit within the wider Scottish primary care system.

Common Disease Areas in General Practice

  • Atrial fibrillation, coronary heart disease and heart failure.
  • Hypertension, stroke and transient ischaemic attacks.
  • Type 2 diabetes, asthma and COPD.
  • Dementia, mental health, cancer and chronic kidney disease.
  • Epilepsy, osteoporosis, rheumatoid arthritis, palliative care and obesity.

Confidentiality, GDPR and Patient Records

  • Confidentiality in GP reception and administration.
  • GDPR and patient information responsibilities.
  • Access to medical records.
  • Online access to records for young people.
  • The role of the Caldicott Guardian.
  • Understanding when information can and cannot be shared.

Patient Identification and Giving Results Safely

  • Identifying patients safely by phone and at reception.
  • Maintaining confidentiality in busy reception environments.
  • Giving results to patients safely.
  • Managing requests from relatives and carers.
  • Knowing when to ask a patient to attend the practice or speak to a clinician.

Practice Procedures, Protocols and Red Flags

  • Understanding local practice procedures.
  • Emergency and routine appointment processes.
  • Care navigation and signposting within practice protocols.
  • Managing patients who call with chest pain or other potentially serious symptoms.
  • Escalating concerns safely and appropriately.

Communication Skills for GP Receptionists

  • Answering calls professionally.
  • Greeting patients at the front desk.
  • Clarifying whether someone is calling for themselves or another person.
  • Using patient identification questions appropriately.
  • Understanding appointment, prescription and general enquiry pathways.
  • Using simple structured communication to support safe access to care.

Computer Records and Coding Awareness

  • Understanding the importance of accurate patient records.
  • Recognising how GP systems support consultations, medication, diagnoses and results.
  • Understanding that Scotland continues to use Read coding in many settings.
  • Linking reception awareness to wider courses such as Read Code Training and GP Note Summarising Training.

Throughout this New GP Receptionist Course Scotland, delegates build practical confidence in supporting patients, following practice protocols and contributing to safe, effective administration in Scottish general practice.

This course complements our Essential Care Navigation, Excellent Customer Care, Understanding Blood Test Results Training, Essential Medical Terminology Training and wider Primary Care Administration, Reception & Systems Training courses.

For patient-facing information about GP services in Scotland, visit NHS inform.

Delegate Feedback

New GP Receptionist Training (Scotland)
SE Open - 15th April 2026

8 delegates completed evaluations, each scoring 4 domains out of 6

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