Summary
The latest round of GP Excellence webinars is available to book in February and March.
The PCB’s GP Excellence programme has released details of the latest round of GP Excellence webinars.
The webinars aim to support practices with key topics of interest and learning in general practice and will cover the following topics: resilience for practice managers, year-end planning, handling complaints in general practice, managing a multi-disciplinary team, appraisals and business continuity.
All sessions apart from ‘Handling Complaints in General Practice’ will be delivered by experienced trainer, Luan Stewart.
The session on handling complaints in general practice will be delivered by Joanna Bircher, the PCB’s GP Excellence Clinical Director, Rick Holden, Head of Primary Care Complaints at NHS Greater Manchester and Sally Capper, Liaison Manager at the Parliamentary and Health Service Ombudsman.
Further details and booking links for each webinar can be found below:
Resilience for Practice Managers
This one-and-a-half-hour session is designed for managers, assistant managers and those in team-leading positions to support resilience in both their professional and personal lives.
Year-end Planning
This one-hour session will provide a comprehensive overview of key year-end requirements for general practice. It will guide you through the essential actions needed to prepare for a smooth and compliant year-end process and will cover:
- Best practice for managing submissions
- Reviewing key financial and administrative tasks
- Ensuring deadlines are met efficiently
Participants will also receive practical checklist templates and handouts to support their own year-end planning and delivery.
Handling Complaints in General Practice
This interactive two-hour session will provide comprehensive guidance on the key processes and best practices for effectively managing patient complaints within general practice.
Participants will gain a clear understanding of:
- The formal procedures and recommended approaches for handling complaints
- The impact and emotional effects that complaints can have on individuals and practice teams
- The most common mistakes made when managing complaints and how to avoid them
Speakers:
- Dr Joanna Bircher, Clinical Director, PCB GP Excellence Programme
- Rick Holden, Head of Primary Care Complaints, NHS Greater Manchester
- Sally Capper, Liaison Manager, Parliamentary and Health Service Ombudsman
Who Should Attend:
- General practice staff involved in patient care and complaints handling
- Practice managers, GPs, and administrative staff seeking to improve processes
- Anyone looking to develop a deeper understanding of complaint resolution and communication
Managing a Multi-disciplinary Team
This one-hour session is designed for managers and assistant managers leading multi-disciplinary teams in general practice.
It will explore the challenges of managing diverse staff groups and the art of managing upwards, including working effectively with partners on the business side of the practice.
Appraisals
This one-and-a-half-hour session will focus on how to deliver effective, high-quality appraisals for your staff.
Participants will learn how to identify when a detailed, in-depth appraisal is needed and when a shorter, focused review is more appropriate based on the individual’s role, needs, and aspirations.
The session will also cover how to use appraisal feedback to inform workforce planning, enhance team development, and create a more supportive and motivated workplace.
Business Continuity
This one-and-a-half-hour session will equip you with the knowledge and tools to create a high-quality business continuity plan that supports compliance within the Care Quality Commission (CQC) safe domain and strengthens your organisation’s response to safety concerns.
The training will also provide detailed guidance on responding to a dynamic lockdown situation, including how to safely lock down your surgery in response to emerging external threats.
Following the session, attendees will receive a practical business continuity plan template along with additional emergency-planning resources.
For anyone who missed the previous series of GP Excellence webinars, you can find recordings of some of the most popular topics on the GMPCB website.
