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Signposting And Prioritisation Skills For Non-Clinicians

Signposting and Prioritisation Skills For Non-Clinicians v1.30 (E-learning Programme)



This is an online learning programme aimed at GP receptionists and other non clinical staff working as the first point of contact and who are expected to probe the reason for the request to see or speak to a clinician. They are then required to signpost to the right provider or prioritise a level of urgency where appropriate.

Access to Online Products:

Access to any online product is limited to 3 months after the purchase date. After this time, you will no longer be able to view the information or request a certificate of completion. If you have any questions on accessing the online modules or programmes, please contact us.

The Order Process

Once you have placed your order, you will receive two emails, one will be your order confirmation, and the other will include your login details enabling you to login  to our Learning Management System to view your e-learning course.  You should receive your order confirmation and login details within 15 minutes of placing your order, if you don’t get these within that time period, please check your email Spam folder.

If using a phone, iPad or tablet, some slides may not load correctly.  We therefore strongly advise that you use a PC or laptop to access the programme, we cannot be held responsible for incomplete programmes if using a handheld device.  We also advise you to use an up to date version of Google Chrome as your Internet Browser to access the progamme where possible.


In todays complex primary care setting, GP receptionists are now being asked to enquire why callers are requesting to see or speak to a clinician, in order to ensure that whatever appointment or access is needed, is with the right provider in the right place and at the right time. In many cases (sometimes up to a third of cases)  callers may not even need to see or speak to a clinician, but this can only be ascertained if the Receptionist gains the trust and the confidence of the caller. This programme looks at the communication and customer service skills require to engage with each caller to gain sufficient information to support the receptionist in being able to sign post to the right provider and to also help prioritise those patients who may require more urgent attention.
Even with the best communication skills however, many receptionists are dealing with what may be considered a ‘difficult’ call. The programme therefore also looks at how to recognise difficult callers and what strategies could be used to manage these calls.
Whether the receptionist is new to this type of work, or they have been doing it for decades, the programme includes ‘back to basics’ to ensure staff are working to a consistent and high standard of telephone skills.