Non-accredited professional development · Australian GP reception
Build confidence at the GP front desk.
Give a new receptionist a practical foundation for the front desk. Work through everyday decisions about patients, privacy, billing and safe escalation, with resources you can localise for your practice.
Buying for yourself? Use your own name and email at checkout. Enrolling another person or a team? Contact us first so access and certificate details are set up correctly.
Created by Katherine from practical Australian general-practice experience and reviewed against current first-party guidance.
- Welcome lesson + 10 instructional modules (Module 0–9)
- 8 module checks (49 questions) + 16-question final assessment
- Nine individual tools plus one compiled toolkit
- 12-month access
What’s inside: Welcome + 10 instructional modules
Together they comprise 75 topics. Each module moves from clear principles to realistic reception scenarios, with explicit boundaries for when to pause, escalate and follow the practice’s local policy.
Start Strong: Your First Day
Start-of-day and end-of-day workflows, appointment-book checks, safe message handling, handover and a tidy-desk close.
Clinical Safety & Emergency Escalation
Recognise urgent cues, keep the caller or patient connected to help and escalate through 000, a clinician or the practice’s emergency plan. POPGUNS is taught as a memory aid—not a triage tool.
Patient Identity & Record Integrity
Use approved patient identifiers, reduce duplicate-record risk and respond safely when identity, authority or information-release requests are unclear.
Privacy, Consent & AI Governance
Apply privacy principles at the desk, understand consent and other lawful disclosure pathways, and keep unapproved AI tools away from patient information.
Psychosocial Safety & De-escalation
Use calm communication, duress procedures and clear personal-safety boundaries while supporting distressed, angry and neurodivergent patients respectfully.
Billing Integrity & Patient Financial Communication
Explain fees without making clinical or billing decisions, handle authorised claiming steps, and recognise when MBS, assignment-of-benefit or MyMedicare questions need escalation.
Referrals & Follow-up
Check referral details, manage follow-up and handover, and escalate missing, unclear or time-sensitive information without promising an outcome.
Medical Terminology for Safe Escalation
Recognise common prefixes, roots and suffixes as cues, capture the speaker’s words accurately, verify spelling and escalate meaning rather than interpret clinically.
Infection Prevention & Cold Chain
Front-desk infection prevention, sharps and spill escalation, plus the non-clinical steps to isolate, label and report a suspected cold-chain breach.
Integration & Final Assessment
Bring the course together through integration scenarios and a 16-question final knowledge assessment. All 16 answers must be correct (100%) to pass and unlock the named completion certificate.
Nine individual tools plus one compiled toolkit
The compiled toolkit and nine individual resources unlock inside the course. Preview the 60-second escalation card below. Localise every workplace-facing tool before use.
Who it’s for
New and developing staff
- New receptionists before or during induction
- Experienced staff who have never had structured GP-specific training
- Team members returning to general practice
Practice managers
- A consistent foundation for supervised local induction
- Learner module and assessment progress records
- A completion certificate for the learner’s training record
How it works
1. Enrol and learn
Purchase online and access the course immediately. Allow about 250 minutes for a careful first completion; actual time varies. With 12 months’ access, learners can work through it in shorter sessions alongside supervised local induction.
2. Pass and document
Complete the required lessons and knowledge checks, and answer all 16 final-assessment questions correctly (100%), then download the named certificate for the learner’s training record. Answers can be reviewed and the assessment retaken.
Try a real course scenario
From the clinical-safety module
A caller reports chest pain, sweating and shortness of breath. What should reception do first?
Choose the safest response before opening the answer.
Show the recommended response
Confirm the caller’s location and callback number, tell them to call 000 for an ambulance and not to drive. If they cannot call, follow the practice emergency procedure for contacting 000. Keep them connected where practicable, alert authorised clinical staff and document the actions taken.
Reception recognises and escalates; it does not diagnose, clinically triage or reassure.
Common questions
Is this a nationally recognised qualification? No. It is non-accredited professional development, not an AQF qualification, and GP Staff Academy is not an RTO.
Does it help with accreditation? It can support documented induction and professional-development records. It is not accreditation, an audit outcome or a substitute for the practice’s own policies, supervision and competency assessment.
What does it cost? $20 for individual access including GST, with no subscription. Each learner needs their own enrolment. See the current course pricing, or contact us to arrange staff enrolment. Individual payment is available by card via secure checkout.
What if it’s not right for us? Contact us within 14 days for a full refund, no questions asked.
Build safer front-desk judgement for supervised local induction
Ten focused modules, realistic scenarios, nine individual learner tools plus one compiled toolkit and a named completion certificate.
Enrol for A$20 →