Essential Communication Techniques for Patient Care (SystmOne)

Welcome to GP Healthcare Alliance’s Essential Communication Techniques For Patient Care (SystmOne) course.

This course is designed for any Practice Staff member who will be patient facing as part of their role. The aim of this training is for the learner to be able to consider and demonstrate the best communication skill possible, to meet the needs of the patient and also to aid understanding and acknowledgement of how to keep a situation calm and be able to liaise on the varying levels required, within the UK and should take an hour to complete.

Essential Communication Techniques For Patient Care (SystmOne)

Welcome to GP Healthcare Alliance’s Essential Communication Techniques For Patient Care (SystmOne) course.

Always remember to adhere to your work place protocols, understanding what to do with any concerns or queries as well as maintaining confidentiality throughout.

Current Status

Price

£18

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Average time to complete: 1 hour
100% online
Downloadable resources included
Free CPD-accredited certificate to evidence professional development

Every patient interaction can influence how supported, understood and confident someone feels when accessing care. For patient-facing general practice staff, the way a conversation is handle can make a significant difference to the patient experience. This includes listening and adapting communication, to explaining available options.

This CPD-accredited patient communication skills course is designed for receptionists, care navigators, administrators and other patient-facing GP practice staff. It combines practical communication techniques with SystmOne guidance, covering different communication needs, stressful or challenging interactions, telephone communication, accurate record keeping and ways to help patients understand the options available to them.

Why this course matters

Patient-facing staff are often the first point of contact and can shape a patient’s experience of the practice
Stress can affect how people listen, process information and respond during conversations
Communication needs vary considerably, and some patients may require information or support to be provided differently
Clear records can prevent patients having to repeatedly explain their needs or previous conversations
Good telephone communication is particularly important when facial expressions and body language are unavailable
Calm explanations and meaningful choices can reduce frustration and support a more constructive conversation

The accessibility element is particularly relevant in primary care. The NHS Accessible Information Standard requires services to identify, record, flag, share, meet and review communication and information needs.

Some patients may feel frustrated, stressed or unheard. We recommend also taking our Conflict Resolution online course to gain skills in managing conflict safely and appropriately.

What you will learn

How to adapt your approach for different communication and accessibility needs
Techniques for listening, clarifying information and communicating effectively face-to-face and by telephone
How stress and emotional responses can influence patient communication
Ways to respond when a patient is frustrated to help prevent situations from escalating
How to record relevant communication information clearly and objectively within SystmOne
How offering appropriate options can support patient choice, understanding and confidence

Who this course is for

This online patient communication training course for general practice is particularly relevant to:

GP receptionists
Care navigators and patient services teams
GP administrators who regularly communicate with patients
GP assistants working in patient-facing roles
Medical secretaries who handle patient enquiries and communications
New or returning general practice staff developing their patient communication skills

The course is focused primarily on non-clinical patient-facing roles, although the communication principles may also be useful to other members of a general practice team.

Learning outcomes

By the end of this course, you will be able to:

Recognise how stress can affect communication and behaviour
Adapt communication to take account of different patient needs and preferences
Use listening, clarification and an appropriate tone during patient interactions
Respond more effectively when conversations become challenging or emotionally charged
Record patient communications and relevant communication needs appropriately in SystmOne
Provide clear options while maintaining confidentiality, dignity and professional boundaries

Full course description

Understanding patients and communication

Stress can affect the way people speak, listen and respond to information. The course considers these emotional responses and how greater awareness of them can help staff approach patient conversations with patience and understanding.

Adapting to different communication needs

Patients do not all communicate or access information in the same way. Examples throughout the course consider hearing and visual impairments, literacy, language and processing differences, alongside practical ways staff can make communication more accessible and respectful.

An important part of this is recognising and recording individual preferences so that other members of the practice team can take them into account during future interactions.

Handling conversations positively

Telephone calls and face-to-face conversations can become more difficult when someone is worried, frustrated or feels they have not been heard. Active listening, summarising what the patient has said and clearly explaining the next steps can all contribute to a more constructive interaction.

The course also considers how offering appropriate options can give patients a greater sense of involvement and control without promising something that cannot be delivered.

Recording communication in SystmOne

Good communication includes what happens after the conversation. Learners are shown how relevant information can be recorded using SystmOne administration and telephone notes, helping to create a clear record that can be understood by colleagues involved in the patient’s care.

Accuracy, timeliness, confidentiality and objective language are also considered, including the importance of recording what was said or done without unnecessary assumptions or personal opinion.

Supporting a positive patient experience

The final part brings these skills together by looking at how tone, listening and practical choices can influence a patient’s experience. Even where options are limited, acknowledging concerns and clearly explaining what can be offered can help staff maintain a helpful and professional approach.

Assessment and certification

At the end of the course, you will complete an assessment to demonstrate your understanding of the topics covered. You will need to achieve a result of 80% or higher to pass.

On successful completion, you will receive a free CPD-accredited certificate, which can be downloaded or printed as evidence of your professional development.

Professional responsibility and scope

This course provides practical communication guidance for patient-facing staff and should be used alongside the policies and procedures in place within your own organisation.

Competency should be assessed within your workplace
Practice should align with local protocols, current guidance, and professional standards
You are responsible for applying learning appropriately within your role
Clinical decisions and referral requests remain the responsibility of appropriately qualified professionals
Screens and system functionality may change as SystmOne and NHS e-RS are updated

Average time to complete

Approximately 1 hour, depending on your prior knowledge and experience. The course is fully self-paced, allowing you to complete it in stages. You can revisit any sections that you’re unsure of.

Course Content

Frequently asked questions (FAQs)

Can I buy this course for someone else?

Yes. To do this, register using their email address and the name they would like to appear on their certificate.

For example, you might know them as Kate, but they may need their certificate issued in their full birth name, Katherine. It’s best to check these details with them first.

Once the purchase is complete, they will receive the automatic course link by email.

Can I complete the course in my own time, and how long do I have to access it?

All of our online courses are self-paced, so you can complete them at a time that suits you. Your progress is saved at the end of each lesson, allowing you to return and continue later.

You will have six months from the date of enrolment to complete the course. After six months, the course will no longer be available.

Some courses, such as Basic Life Support, must be completed annually by clinical staff. A new course will therefore need to be purchased each year to ensure the training reflects the most up-to-date guidance.

Can I access the training material after completing the course?

Yes. The course materials are available to download during your access period, so you can keep a copy for future reference. Your course access will remain active for six months from the date of enrolment, after which the course will no longer be available.

Which payment methods do you accept?

We accept card payments via Stripe. You can pay using a debit or credit card (such as Visa or Mastercard).

When will I get my certificate?

As soon as you have passed the end-of-course assessment and achieved the required pass rate of 80% or more, your certificate will be available to download from the top of the course page.

Do you offer refunds if I no longer need the course?

Refunds may be available if you have not logged into your account.

Once you have logged in, you will have access to the course materials and downloadable content, and a refund will no longer be possible.

What should I do if I can't log into my account?

When registering, please make sure you enter the correct email address, as login issues are often caused by an incorrect email being used. It can help to copy and paste your email address to avoid mistakes.

If you are unable to log in, click ‘Forgotten password’ and follow the instructions to reset your password via the email link sent to you.

If you continue to experience issues, please contact GPHA-training@gphealthcarealliance.co.uk and we will endeavour to respond within two working weeks.

£18