Lunch & Learn
Bite-sized, high-impact sessions for busy teams
Team Development Programmes
Multi-session journeys for sustained improvement
Packages from £100
Our training packages are designed to be accessible for NHS teams, primary care practices, and organisations of all sizes — with pricing scaled to your requirements and delivery format.
✦ Custom-made training development and delivery available on request
Training that fits your team
WHAT WE OFFER
Flexible formats designed around your organisation's needs — from quick lunchtime sessions to immersive full-day workshops and bespoke development programmes.
Half Day Workshops
Focused learning with practical application
Modular Training Series
Flexible, stackable modules around a core theme
Full Day Workshops
Deep-dive sessions for transformative change
Custom-Made Training
Fully bespoke development & delivery on request
Specialist programmes for
primary care teams
CEA Training & Transformation delivers targeted programmes for GP practices, primary care networks, and ICBs — built around the real pressures of modern healthcare delivery.
How the NHS App can save your Phone Data
TRAINING COURSE
Available Now
Increase NHS App Usage
Reduce telephone interactions by increasing self service options
A practical training course for healthcare professionals. Equips your team with the knowledge, language, and confidence to actively champion digital access — reducing phone demand and improving patient experience.
MODULE 01
Understanding the NHS App
Features, benefits and what patients can do
MODULE 03
Engagement Strategies
Communication techniques and demonstrations
MODULE 02
Identifying Patient Barriers
Awareness, confidence and access challenges
MODULE 04
Digital Inclusion
Supporting all patients, including the vulnerable
How ineffective care navigation wastes GP Appointments
IMPROVEMENT PROGRAMME
Available Now
Achieving Safe & Sustainable
GP Capacity
A structured improvement programme for GP practices working towards sustainable workload levels. Addressing root causes rather than just symptoms.
PROGRAMME FOCUS AREAS
Enhanced Care Navigation — consistent decision-making
Appointment System Design — reviewing structures and balance
Duty GP Role Clarity — defining scope and model
Digital Access & Online Consultations — maximising NHS App
Aligned with BMA guidance on safe GP workload levels and new contract requirements. Each programme concludes with a full recommendations report and implementation roadmap.
Example of a Six-Session Programme Structure
Mix of on-site and remote delivery
1
Diagnostic & Progress Review
On-site
2
Enhanced Care Navigation
Remote
3
Appointment System Design
Remote
4
Duty GP Role Review
Remote
5
Co-design Workshop
On-site
6
Recommendations & Roadmap
Remote
TRAINING COURSE
Available Now
Customer Care & Resilience Training for GP Reception Teams
Equipping your front-of-house team to deliver exceptional patient care — every single day.
Your reception team sets the tone for every patient's experience. Yet they are among the most under-trained and under-supported people in primary care. This half-day programme changes that — giving your staff the skills, language, and resilience they need to thrive in one of healthcare's most demanding roles.
Who Is This Training For?
Reception and administrative staff at all levels, including supervisors and practice managers. No prior training or qualifications required.
What Your Team Will Take Away
Practical frameworks for listening and de-escalation, language that builds patient trust, strategies for managing stress — and a renewed sense of the value they bring to their role.
WHY THIS MATTERS
Reception staff are frequently cited in NHS complaints not because they are uncaring, but because they are under-equipped. This programme builds the skills to deliver outstanding patient care, and the resilience to sustain it.
What the Programme Covers
Module 1 — Understanding the Patient Experience (30 min) Step into the patient's shoes and explore why your team's response matters more than they might realise.
Module 2 — Communication Excellence (45 min) Master the language of care — from active listening to the HEAT de-escalation model for difficult conversations.
Module 3 — Building Resilience (60 min) Practical tools to manage stress, protect wellbeing, and support each other as a team.
Module 4 — Action Planning (30 min) Turn insight into commitment. Every participant leaves with a personal action plan.
Programme Details
Duration Half-day (3–4 hours)
Format Face-to-face, facilitator-led
Group size Up to 16 participants
Audience GP reception and administrative staff
Includes Facilitator slides, participant workbooks, scenario cards, and action planning sheets
Book This Training for Your Practice
To arrange a session or find out more, please get in touch. We deliver on-site at a time that works around your clinical commitments.
Investing in your reception team is investing in your patients.
OUR IMPACT
Proven results across 29 organisations
Over three years, we've partnered with businesses and healthcare organisations to deliver measurable, lasting change.
Businesses & organisations partnered with
We meticulously review workflows, analyse data, and integrate internal team insights to pinpoint inefficiencies and implement tailored improvements, significantly reducing waste and establishing consistent excellence.
29
2,420
Average annual hours saved per business
Our support extends to embedding changes by cultivating staff and customer buy-in through collaborative stakeholder engagement and co-creation of new processes.
Average hours saved per week in operational time
We develop a strategic communication plan to facilitate a seamless and impactful transition — so change sticks long after the training ends.
46.5
What people say
Testimonials
I’m proud to have supported GP surgeries, PCNs and public-sector teams through coaching, facilitation, training and improvement work. Here’s what some of them have said about the experience and impact.
Coaching & Leadership
“Steve was brilliant, he provided the right level of challenge and pragmatic support to enable us to make the most of these sessions. We are very grateful for the support.”
— GP
“Completing the recent modules with you has helped Jack in his position as reception manager; he is new to the role and the ideas and guidance has helped him develop his leadership to support the team. He is sharing ideas with me to develop reception and including a lot of the process mapping knowledge we have looked at with you.”
— Deputy Manager
“He captures his audience’s differing levels of understanding and communicates the solution process in achievable steps without reinventing the wheel.”
— Practice Manager
Facilitation & Team Engagement
“Steve is a fantastic facilitator, really involved, has great knowledge, skills and ability to drive forward best practice.”
— PCN Manager
“I have found them to be extremely informative but also fun which was a motivation in itself. It was also good to get a cross match of staff such as nursing and reception, who would not normally sit in a meeting together to discuss the pros and cons, so this was enlightening to both parties.”
— Deputy Practice Manager
Improvement, Insight & Practical Results
“Well run and detailed sessions. Process highlighted how inter-related processes are; the need to review data, cause and effect before deciding on a solution; the impact that some apparently small changes can have across the practice.”
— Primary Care Transformation Manager
“It has been interesting looking at all the core data. Opened eyes to demand and capacity for a small practice.”
— Care Co-Ordinator
Credibility & Assurance
“Our work during GPIP was directly relevant and supportive in evidencing our continued efforts in this domain.”
“Found the whole process useful and the facilitator easy to engage and exchange ideas with.”
— GP
“Steve is excellent, really supportive and great ideas. Quick wins from Steve with reception have made a big difference. It has been difficult due to the current pressures the practice is facing but Steve has always found a way to help where he can.”
— Practice Manager
“The sessions have been very useful and resulted in implementing changes such as care navigation which will make a huge difference to our practice.”
— ANP Partner
Lead Facilitator: Steve Fogg
Email: info@ceatraining.co.uk
Phone: 07891 926 012