This course is designed for any Practice Staff who will be working on Reception as part of their role. The aim of this training is for the learner to be able to carry out the basic Reception duties as required by your workplace. You will learn to understand the screens that are involved whilst adhering to your workplace protocols; gain an understanding of what to do with any concerns or queries as well as maintaining confidentiality throughout.
Reception Staff Basic SystmOne Training for Beginners
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- Average time to complete: 1-2 hours
- 100% online
- Downloadable course content included
- Free CPD-accredited certificate to evidence professional development
GP reception staff manage a wide range of patient enquiries, administrative requests and communications every day. Carrying out these responsibilities effectively requires confidence when speaking with patients, an understanding of confidentiality and the ability to navigate the key functions of the practice’s clinical system.
This CPD-accredited online SystmOne training course provides new and inexperienced reception staff with a practical introduction to the everyday tasks they may be expected to complete within a GP practice. Screenshot-based guidance explains how to use important SystmOne functions, including patient searches, instant messages, tasks and appointment booking.
The course also introduces essential reception skills, including professional communication, approachability and protecting confidential information in busy reception environments. As SystmOne configurations and working practices differ between organisations, learners are encouraged to apply the training alongside their own practice policies, procedures and local guidance.
Why this course matters
- Introduces new reception staff to commonly used SystmOne functions
- Provides step-by-step guidance supported by screenshots and practical examples
- Builds familiarity with patient searches, messages, tasks and appointment booking
- Reinforces the importance of patient confidentiality in reception and telephone environments
- Supports professional and approachable communication with patients
What you will learn
- How to protect confidential patient information in a busy reception setting
- The importance of professional, approachable and empathetic communication
- How to send and receive instant messages within SystmOne
- How to create, assign, update and review tasks
- How to search for patients and access the correct patient record
- How to navigate appointment ledgers and book appointments
- How remote and extended-access appointment options may be displayed
- How to respond appropriately to common reception requests
- Why local practice protocols must be followed when using SystmOne
Who this course is for
- New GP receptionists
- Medical receptionists
- Primary care administrative staff
- Care navigators who use SystmOne
- Staff returning to a reception or administration role
- Employees who need a basic introduction to SystmOne
- Managers looking for introductory training to support staff induction
Learning outcomes
By the end of this course, you will be able to:
- Explain how confidentiality applies to face-to-face and telephone conversations
- Communicate with patients in a professional and approachable manner
- Recognise the main SystmOne screens and functions covered in the course
- Send and respond to instant messages
- Create, assign and update SystmOne tasks
- Distinguish between patient-linked and non-patient-linked tasks
- Search for and select the correct patient record
- Navigate the appointment ledger and book a patient appointment
- Recognise other appointment options that may be available
- Understand how common patient requests may be recorded and processed
- Apply local policies and seek support when processes differ between practices
Full course description
Information, confidentiality and patient communication
The course introduces the professional standards expected of GP reception staff, including maintaining patient confidentiality in busy reception areas and communicating in an approachable, empathetic and professional manner.
Using SystmOne for everyday communication
You will be introduced to commonly used SystmOne communication functions, including instant messages and tasks. The course explains how these tools can support communication between colleagues and how tasks may be linked to individual patient records.
Patient records and appointment booking
Screenshot-based guidance shows how to search for the correct patient record, navigate key screens and use the appointment ledger. The course also introduces appointment booking within the practice and other services that may be available locally.
Processing reception requests
The course provides an overview of some of the additional requests reception staff may receive, and the importance of recording and directing information appropriately. As processes and SystmOne configurations vary between practices, learners should always follow their workplace policies, booking criteria and local procedures.
Assessment and certification
At the end of the course, you will complete an assessment to demonstrate your understanding. You will need to achieve a result of 80% or higher to pass. On successful completion, you will receive a downloadable certificate.
Professional responsibility and scope
This course is designed to support knowledge and understanding but does not in itself confirm competence.
- 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
Average time to complete
Approximately 1-2 hours, 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.
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Purchasing multiple licences for the same course?
- 5 or more learners, receive 10% off
- 10 or more learners, receive 20% off
To receive a discount code or discuss offers, email gpha-training@gphealthcarealliance.co.uk
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