Syllabus

Part 1

• The changing NHS
• The primary healthcare team
• Communication
• Ethics and etiquette
• Prescribing and the receptionist
• Records and practical reception skills
• The computer

Part 2

• Self development
• Managing aggression and violence
• Patients, rights and expectations
• Customer care
• Audit
• Medical terminology
• Time management

Part 3

• Health and safety
• Access to services
• Public health
• Understanding bereavement
• Managing stress
• Primary care and beyond
• First aid and resuscitation

Part 4

• Hot topics in primary care
• Clinical governance
• Improving teamwork
• Assertive behaviour
• Resolving conflict and aggression
• Confidentiality
• Personal effectiveness
• Case studies