Frontline+ is our flexible GP Reception training programme; developing the skills and capabilities of Reception staff to improve your practice's efficiency & effectiveness 

Here you can find a suite of development modules designed specifically for your frontline staff.  
Whether it is an in-depth call handling and communications need, or a bite-size time management workshop, this 'go-to' programme enables you to send one or more staff members to any of the modules to meet your specific requirement.  
The development programme includes face-to-face workshops, supporting eLearning sessions, action plans and completion certificates. 
Our Frontline+ programme has been delivered to over 2,000 receptionists to date (Feb 2020). 
Frontline+ Online Now available! 
Positive & Proactive Communication for Effective Call Handling 
Interactive & engaging online development programme designed specifically for GP Reception staff, delivered through our CONNECT learning platform. 
The programme includes:  
10 x 15-minute mini-modules (completed at own pace) 
Supporting webinar for delegates 
Action Plan & Best Practice Language Guide 
Certificate (80% pass rate)  
Manager support pack & webinars 
Downloadable resources 
£49 (+VAT) per person 
10% Discount for large groups 
Each module consists of: 
1 x 3=hour face to face workshop 
1 x 15-minute eLearning session 
an action plan 
and a certificate of completion 
Costs are £59 (+VAT) per place, or 2+ bookings are £55 (+VAT) per place. If you would like to benefit from an additional discount by hosting a module in your meeting room or holding a workshop for your whole reception team, please get in touch. 
Frontline+ Development  
Programme Modules: 
Designed for frontline staff new to General Practice who have started in the last 3 months. The workshop is an introduction into developing the skills and exploring key behaviours needed for a successful career within general practice. 
This workshop explores how our communication impacts outcomes; during the session delegates learn key skills to handle patients effectively through their communication with a confident and consistent approach. 
This module focuses on the skills, knowedge and process needed to effectively signpost patients to the appropriate service aligned to individual practice protocols. 
Time Management 
This course provides you with the opportunity to share the actual challenges you have. It encourages delegates to explore why time management problems exist, understand their own style & approach to planning their time, learning how to be more effective with time available (because the work doesn’t go away!). 
This workshop enables employees to learn useful tools that will help them to bounce back quicker after a set-back, feel happier in their day to day role and the challenges they face, see the opportunities surrounding them (and ACT on them!), whilst feeling empowered to make changes. 

 Frontline+ Call Handling & Communications Programme 

This is a 5-part programme that focuses on 2 key elements: 
1. The process of consistent call handling standards – best practice 
2. Exploring the skills and behaviours of excellent customer service within the practice environment 
To book your places or find out more information email: 
Frontline+ Call Handling 
& Communication Programme: 
This programme, delivered over a 2 month period, is made up of: 
2 x 3-hour face-to-face workshops 
3 x 30-minute eLearning modules 
These courses explore how different perceptions, approaches and communication styles impact our relationships with patients. It also considers potentially ‘difficult’ patients and how we can handle them as effectively as possible.  
The course focuses on individuals owning their development and considering how their behaviour impacts patients and people around them. The aim is to work towards a consistent approach by the whole team, providing them wiith practical tools and resources. 
This programme provides a foundation in approach to change, mind-set, team awareness, communication skills. 
Examples of resources available through our 5-part programme: 
Patient communication poster: 


Practical tools & techniques 
Increased efficiencies 
Less time spent on non-urgent tasks 
More time to spend on important tasks 
Increased confidence 
More engaged workforce 
Increased productivity 
Consistency and teamwork 

Frontline Success 

Delivered to over 2,000 reception staff throughout the UK (Feb 2020) 
Overall Feedback Score: 9.3/10 
99% Felt actively involved 
95% Felt the content was relevant to them & their role 
96% Will actively use what they learnt 
On average - staff confidence increased by 37% 


Comments from delegates of our Frontline+ programmes: 

Got an enquiry? 

If you would like more information on the above solution, or would like to request a FREE initial consultation or demo, please call Lucy on 07800 842 322 or complete the enquiry form below. 
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