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New GP Receptionist Training (England)

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Summary

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

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

The programme introduces the structure of the local NHS including ICBs, PCNs and how local practices fit within those structures.

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

 

Aims

New GP Receptionist Course Aims

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

  • Understand the role and responsibilities of GP reception teams in England.
  • Develop awareness of how the NHS in England 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.
  • Create an initial understanding of medical terminology
  • Build confidence in supporting patients professionally and compassionately.

 

How Long Is The Course?

This GP Receptionist Training programme is typically delivered over two days, providing participants with a comprehensive introduction to working within NHS primary care.

The course combines teaching, discussion, practical exercises, quizzes and real-world scenarios to help delegates build confidence and apply their learning immediately within the workplace.

Delivery can be adapted to meet organisational requirements and can be tailored to reflect the NHS structures and systems used within England, Scotland, Wales or Northern Ireland.

Who Should Attend?

This GP Receptionist Training course is designed for staff who are new to general practice or who would benefit from a structured introduction to primary care.

  • New GP Receptionists
  • Reception Staff
  • Care Navigators
  • Patient Coordinators
  • Practice Administrators
  • Medical Secretaries
  • Workflow Administrators
  • Care Coordinators
  • GP Assistants
  • Staff moving into primary care from other sectors

The programme is suitable for GP practices, Primary Care Networks (PCNs), and primary care organisations throughout the UK. We will always tailor content to the region of the UK that is commissioning the course.

Additional Information

The full course curriculum is detailed below.

GP Receptionist Training Course Overview

This GP Receptionist Training programme provides a practical introduction to the knowledge, skills and confidence required to work effectively within a modern GP practice.

Introduction to GP Receptionist Training

  • Understanding the role of GP reception within primary care
  • Exploring the responsibilities of reception and administration teams
  • Recognising the importance of professionalism and patient-centred care
  • Understanding how reception teams contribute to patient safety
  • Developing confidence in supporting patients and colleagues

Understanding NHS Primary Care Services

  • How general practice fits within the wider NHS
  • Understanding primary care services and patient pathways
  • Recognising the roles of GP practices and wider healthcare providers
  • Understanding multidisciplinary working
  • Overview of healthcare structures relevant to England, Scotland, Wales and Northern Ireland

Roles Within General Practice

  • Understanding the role of GPs
  • Practice Nurses and Advanced Practitioners
  • Healthcare Assistants and Nursing Associates
  • Pharmacists and Pharmacy Technicians
  • Practice Managers and Administration Teams
  • Care Coordinators, Social Prescribers and Additional Roles staff

Patient Communication Skills for GP Receptionists

Effective communication is a central theme throughout this GP Receptionist Training programme.

  • Active listening techniques
  • Communicating clearly and professionally
  • Managing difficult conversations
  • Supporting anxious or distressed patients
  • Using empathy and compassion appropriately

Confidentiality, GDPR and Information Governance

  • Patient confidentiality responsibilities
  • GDPR principles in primary care
  • Managing sensitive information appropriately
  • Recognising confidentiality risks
  • Applying information governance in day-to-day practice

Patient Identification and Safety

  • Using approved patient identification procedures
  • Verifying patient information safely
  • Reducing the risk of patient record errors
  • Understanding the impact of administrative mistakes
  • Supporting safe care through accurate processes

Appointments and Access to Care

  • Understanding appointment systems
  • Supporting patients to access appropriate services
  • Managing appointment requests effectively
  • Recognising urgent and routine needs
  • Understanding practice protocols and escalation procedures

Medical Terminology for GP Receptionists

  • Understanding common medical terms and abbreviations
  • Recognising terminology used in referrals and correspondence
  • Understanding common disease areas encountered in primary care
  • Improving confidence when handling clinical information
  • Supporting accurate communication across the practice team

Understanding Common Conditions

  • Diabetes
  • Hypertension
  • Asthma and COPD
  • Cardiovascular disease
  • Mental health conditions
  • Long-term condition management

Results, Records and Practice Systems

  • Understanding how patient records are managed
  • Introduction to coding and clinical records
  • Understanding test result workflows
  • Supporting accurate record management
  • Recognising professional boundaries when handling clinical information

Professionalism and Working Effectively in Practice

  • Managing workload effectively
  • Working as part of a multidisciplinary team
  • Developing resilience and confidence
  • Supporting a positive patient experience
  • Applying learning within everyday practice

Throughout this GP Receptionist Training programme, participants develop the practical skills and understanding needed to support patients confidently, communicate professionally and contribute to the safe and effective operation of a modern GP practice.

This course complements our Care Navigation Training, Excellent Customer Care, Essential Medical Terminology, SNOMED Coding Training, GP Note Summarising Training and wider Primary Care Administration Training programmes.

For further information about GP services, visit the NHS guide to GP services.

Delegate Feedback

New GP Receptionist Training (England)
SE Open - 24th February 2026

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

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