Reception staff play a vital role in general practice, often acting as the first point of contact for patients while managing high demand and complex interactions. As pressures on services continue to grow, supporting the emotional wellbeing of front‑of‑house teams is an important part of building a resilient and effective workforce.
A new face‑to‑face workshop offers GP reception staff the opportunity to step back, reflect, and develop practical skills to manage the emotional demands of their role.
Managing Emotions at Work in General Practice is a practical, supportive session designed specifically for reception teams. It focuses on helping staff better understand emotional labour and develop confidence in managing challenging interactions with patients.
The workshop is part of NIHR‑supported work, delivered in collaboration with the Healthwatch NENC network, and grounded in real experiences from general practice.
Participants will have the opportunity to learn alongside peers from other practices, share experiences, and build strategies that can be applied in day‑to‑day work.
By attending, reception staff will:
The session will include discussion, real-life examples, and opportunities for shared learning and reflection.
Supporting reception teams benefits both staff and patients. This workshop helps practices to:
Participation will also be recognised in a Healthwatch summary report, shared locally and with system partners, highlighting the contribution of practices to workforce development and service improvement.
To make it easier for staff to attend, the following support is available:
Places are limited, with 1–2 attendees per Local Authority area, and will be allocated on a first‑come basis.
To register, staff should email [email protected] including their name, role, practice, and any dietary requirements.
