Reception and Clerical Primary Care Training Programme

The Training Hub is pleased to offer a comprehensive training programme for all administrative, clerical and practice management staff in primary care.

The programme includes workshops on:

• Handling Difficult Conversations

• Correspondence Management and Clinical Coding

• Medical Terminology

• Business Management and Leadership

• NHS Pensions update

• Improving the Patient Experience

• Plus many more

Support and funding are also available to access apprenticeship courses from level 2 to 5.

Please click on the Primary Care Programme Brochure and follow the links to book onto the various workshops.

If you would like any further information, please contact Training Hub Project Coordinators Mani Badhan at This email address is being protected from spambots. You need JavaScript enabled to view it. and Nancy Szilvasi at This email address is being protected from spambots. You need JavaScript enabled to view it.

Practice Managers Association Workshops 2021

These workshops will be held on MS Teams, if you are interested in attending any of the sessions, please send the following details listed below to This email address is being protected from spambots. You need JavaScript enabled to view it. in order to register for this session:

1. Full name
2. Email
3. Practice name
4. M Code
5. CCG / PCN

Please state the name of the course and date when you email your request, you will then receive  the MS Teams calendar invite straight away and the a couple of days before each web workshop date, PMA will send the materials to all registered delegates.

 8th June 2021- HR & Employment law

1pm – 3pm

 For more information please click HERE 

Exceptional Customer Services Training

14th June 2021- (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

21st July 2021 (Session 3 / Reflection)

11am – 12.30pm

 For more information please click HERE 

Correspondence Management and Clinical Coding 

18th Aug 2021 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

25th Aug 2021- Session 3 / Reflection:

11am – 12.30pm 

For more information please click HERE 

Business Management and Leadership  

15th Sept 2021 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

29th Sept 2021 (Session 3 / Reflection)

11am – 12.30pm

For more information please click HERE 

Delivering Operational Excellence

23rd Sept 2021 (Day one) 

Introduction to Practice Management (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

6th Oct 2021(Day two)

Coaching and Mentoring & Overcoming Challenges (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

For more information about Day One please click HERE 

For more information about Day Two please click HERE 

Business Risk & Governance

12th Oct 2021 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

19th Oct 2021 (Session 3 / Reflection)

11am – 12.30pm

 For more information please click HERE 

2nd Nov 2021- NHS Pensions update

12.30pm – 1.30pm

For more information please click HERE 

10th Nov 2021 Managing Practice Finances (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

For more information please click HERE 

2nd Dec 2021- HR & Employment law

10am - 12pm

 For more information please click HERE 

2022 Workshops 

Exceptional Customer Services Training

 19th January 2022 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

26th January 2022 (Session 3 / Reflection)

11am – 12.30pm

For more information please click HERE 

Correspondence Management and Clinical Coding

 9th Feb 2022 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

16th Feb 2022 (Session 3 / Reflection)

11am – 12.30pm

For more information please click HERE

Business Risk & Governance

8th March 2022 (Session 1 & 2)

Session 1: 10am – 12pm

Session 2: 2pm – 4pm

15th March 2022 (Session 3 / Reflection)

11am – 12.30pm

For more information please click HERE

E-Learning

If you are interested in any of the below E- Learning sessions and the Pitman medical terminology please email This email address is being protected from spambots. You need JavaScript enabled to view it. with the candidates name, practice name and M-code to register for the course.

Excellence in Supporting Healthcare – L2- E-Learning. Please click HERE for more information 

PMA Excellence in Primary Care Finance Certificate- E-Learning. Please click HERE for more information 

Pitman – Medical Terminology- E-Learning. Please click HERE for more information 

Apprenticeships 

If you are interested in any of the below  Apprenticeships please contact your local College stating your name, practice name and M-code to enrol for the course. The college will inform us of your details for funding.

To book on to all/any of the courses, please follow the instructions attached in the Flyer

For booking queries please contact Point Six Training at This email address is being protected from spambots. You need JavaScript enabled to view it.

Minute Taking

30th June 2021, 11:00 – 12:30hrs

IT Skills - ExcelIT Skills - Excel

16th June 2021, 14:00hrs

QOF

7th July 2021, 12:00 – 13:30hrs

Appraisal/Performance ReviewsAppraisal/Performance Reviews

15th July, 12:00 – 13:30hrs

IT Skills – WordIT Skills – Word

22nd September, 12:00 – 13:30hrs

Time ManagementTime Management

15th October, 12:00 – 13:30hrs

Assertiveness & ConfidenceAssertiveness & Confidence

1st December, 13:00 – 14:30hrs

The Black Country and West Birmingham Training Hub are working with Thornfield’s Primary Care Training to deliver workshops for Primary Care Staff.

To book on to any of these courses with various dates throughout the year, please click on the Eventbrite Links below to register.

If you are signing up on behalf of your staff, can you please include the staff members individual email addresses rather than your own, this helps when the trainers send the electronic invitations to all delegates.

Leading Your Team During Covid-19

This workshop provides operational front line team leaders and managers in Primary Care, with the practical skills and understanding to have greater confidence in dealing with the unique challenges presented by the pandemic. In particular ensuring continuity of service, resilience of provision and staff well-being.

https://www.eventbrite.co.uk/e/leading-your-team-during-covid-19-tickets-146891330925

Handling Difficult Situations

The aim of this workshop is provide delegates with the skills to deal with difficult people in the workplace. These may be patients, colleagues or other people they meet in work situations.

By the end of the workshop delegates will be more confident in their ability to deal with these tricky situations

https://www.eventbrite.co.uk/e/handling-difficult-conversations-tickets-146881840539

Improving the Patient Experience

By the end of this one day interactive workshop, delegates will understand the importance of the Patient Experience Survey and the access and choice targets that should be reached. They will have examined the expectations of the patients and looked at creative ways to manage these effectively using a range of communication tools.

https://www.eventbrite.co.uk/e/improving-the-patient-experience-tickets-146888717107  

Maximising Income, Minimising Costs

The aim of this workshop is provide delegates with a clear understanding of how to identify and exploit potential funding opportunities whilst at the same time minimising any non-value adding cost. Delegates will also conduct a horizon scan to enable them to consider what could impact on their cost base into the future and how best such influences could be controlled.

https://www.eventbrite.co.uk/e/maximising-income-minimising-costs-tickets-146889802353

Medical Terminology for Non-Clinical Staff

The objective of this one-day workshop is to give delegates an insight into the terminology that maybe encountered in a practice environment. This will assist people with a non-clinical background to have a basic knowledge of the terms used. The workshop will be interactive and include opportunities for questions and discussions.

May 5^th & May 7^th

 https://www.eventbrite.co.uk/e/medical-terminology-for-non-clinical-staff-tickets-146952038503

June 2^nd & 4^th

https://www.eventbrite.co.uk/e/medical-terminology-for-non-clinical-staff-tickets-146893425189

September 9^th & 16^th

 https://www.eventbrite.co.uk/e/medical-terminology-for-non-clinical-staff-tickets-146952887041

September 30^th & October 7^th

https://www.eventbrite.co.uk/e/medical-terminology-for-non-clinical-staff-tickets-146953669381

 For any queries please email This email address is being protected from spambots. You need JavaScript enabled to view it.

Soft Skill Training, helping your reception and admin staff suceed 

The Black Country and West Birmingham Training Hub are providing a range of Training supporting front line staff such as receptionists who are the first point of contact. The training is aimed at existing to Admin and Clerical Staff, Receptionist, Assistant Managers and Practice Managers who support the front line.

Reception teams are working flat-out to support their practices through these challenging and uncertain times. Balancing a range of emotions, they continue to do their best for patients, colleagues and partners alike. These online sessions are a much-needed chance to pause, and reflect.

During the session we aim to:

• Support them to continue to do their vital role
• Give them a safe space to discuss their worries
• Look at practical, positive ways to get them through the challenges still to come.

These sessions are led by experienced trainers who understand the specific challenges of working in practice.  To book onto any of the below Soft Skills Training sessions, please click on the Eventbrite link below.

https://www.eventbrite.co.uk/e/soft-skills-training-helping-your-reception-admin-staff-to-succeed-tickets-153780462503

May

19th May 2021 09:15 – 11:30

20th May 2021 13:15 – 15:30

June

8th June 2021 13:15 – 15:30

9th June 2021 09:15 – 11:30

10th June 2021 13:15 – 15:30

22nd June 2021 09:15 – 11:30

24th June 2021 13:15 – 15:30

July

1st July 2021 09:15 – 11:30

6th July 2021 09:15 – 11:30

8th July 2021 09:15 – 11:30

21st July 2021 13:15 – 15:30

22nd July 2021 09:15 – 11:30

27th July 2021 09:15 – 11:30

28th July 2021 13:15 – 15:30

29th July 2021 13:15 – 15:30

If you have any questions or queries please contact our team at This email address is being protected from spambots. You need JavaScript enabled to view it.

The Black Country and West Birmingham Training Hub are providing 6 extra Assertiveness Skills for Receptionists training sessions.

This on-line workshop is designed to give receptionists the confidence to deal with the challenging situations that they find themselves in with patients on a day to day basis. The workshop focuses on teaching the delegates what assertive behaviour is, how to be more assertive with patients and the reasons why assertiveness is a useful skill to utilise for creating long term positive relationships with patients. The workshop also explores why some of us can be more assertive and others find this more challenging. 

These sessions are led by experienced trainers who understand the specific challenges of working in practice.

The dates for this workshop are:

• Thursday 14th October – 09:30 – 11:30
• Wednesday 20th October – 09:30 – 11:30
• Tuesday 26th October – 09:30 – 11:30
• Wednesday 27th October – 09:30 – 11:30
• Wednesday 3rd November – 09:30 – 11:30
• Thursday 4th November – 09:30 – 11:30

To book onto any of the above Assertiveness Skills for Receptionists sessions, please click on the Eventbrite link below. 

https://www.eventbrite.co.uk/e/assertiveness-skills-for-receptionists-tickets-166293615681 

If you have any questions or queries please don't hesitate to contact our team at This email address is being protected from spambots. You need JavaScript enabled to view it. 

The Black Country and West Birmingham Training Hub are providing a range of Care Navigation Training that supports the front line staff such as receptionists who are the first point of contact and care navigate patients. The training has been designed in line with the Care Navigation Competency Framework to an enhanced (sliver) level standard. The training is aimed at existing Care Navigators and Non-Clinical staff who support the front line.

Reception teams are working flat-out to support their practices through these challenging and uncertain times. Balancing a range of emotions, they continue to do their best for patients, colleagues and partners alike. These online wellbeing sessions for receptionists are a much-needed chance to pause, and reflect.

During the session we aim to:

• Support them to continue to do their vital role
• Give them a safe space to discuss their worries
• Look at practical, positive ways to get them through the challenges still to come.

These sessions are led by experienced trainers who understand the specific challenges of working in practice.

To book onto any of the below Wellness First Aid for Receptionists sessions, please click on the Eventbrite link below.

https://www.eventbrite.co.uk/e/wellness-first-aid-for-receptionists-tickets-166512588635 

• Wednesday 19th August at 09:30 – 11:30
• Wednesday 7th September at 09:30 – 11:30

If you have any questions or queries please contact the Training Hub team on This email address is being protected from spambots. You need JavaScript enabled to view it.