If you’ve ever worked on the front desk of a busy Healthcare practice, you’ll know that no two days are ever the same. One moment you’re helping an anxious parent book a last- minute appointment; the next, you’re balancing phone calls, scripts, messages, and a waiting room full of patients — all while maintaining a calm and professional tone.

That’s the world our SPARK participants live in every day — and their early feedback on the programme has been both humbling and inspiring. “No Monday to Friday is the same, there is always something new.” “Every day can bring something new… it’s a learning curve for me and I am gaining knowledge all the time.” These reflections capture the essence of working in general practice: constant learning, adaptability, and professionalism under pressure.

A Strong Start for Ongoing Professional Development Since the SPARK Programme launched, the engagement from medical secretaries and receptionists has been exceptional. Participants are not just completing modules — they’re actively reflecting, commenting, and connecting.

Each month, they gain access to one new module across the four SPARK strands — Core Competencies, Communication in Practice, Policies and Protocols, and Everyday Excellence — creating a rhythm of continuous, structured learning that fits into the reality of busy practice life.

And it’s clear from the feedback that this investment in ongoing CPD is resonating: “Extremely good start, as we all commenced at day one and it is very easily forgotten – yes, every day is a school day.” “Brilliant, really enjoying and very useful content.” “Learning by doing is so true."

Current participants have between two and thirty-five years of experience working in general practice — a reminder that development isn’t about starting from scratch, but about refining, reflecting, and staying current in an evolving healthcare environment.

The Power of Reflection and Connection What’s been most encouraging so far isn’t just the positive feedback on the content — it’s the shared sense of community and validation that’s emerging through the programme.

Receptionists and secretaries are connecting through their comments, recognising that their challenges and triumphs are often the same across practices nationwide. “On a busy, stressful day, keep in mind when patients ring the surgery we don't know why they are ringing… As long as the patient gets the appropriate attention, a stressful day can be rewarding when the job is done well.” “Absolutely agree with validation being powerful. If used correctly it changes the outcome of many ‘sticky’ situations and should be practiced more as a skill.” These are not just learning reflections — they’re leadership insights in action. They show the depth of professionalism, empathy, and problem-solving that non-clinical staff bring to every interaction.

Why CPD for Non-Clinical Staff Matters General Practice could not function without its non-clinical team. They are the first voice patients hear, the steady hands behind the systems, and the bridge between patients and clinicians.

Structured, high-quality CPD ensures they feel confident, competent, and valued — and it reinforces a culture of safety, professionalism, and respect throughout the practice. “It makes such a difference if everyone in the practice is working off the same hymn sheet, and consistently using the same procedures and policies.” When every member of the team — from front desk to consulting room — shares a consistent understanding of standards and communication, the impact on patient experience is transformative.

Looking Ahead As new SPARK modules are released each month, the conversation continues to grow. The comments coming in highlight not just learning, but pride — pride in being part of a profession that’s essential, skilled, and worthy of recognition. “You are the first face patients meet when they enter the practice. Having a nice calm tone and a smile makes a great difference… You are representing the practice, so first impressions are memorable.” For many, SPARK isn’t just a training programme — it’s a reminder of why they chose this work in the first place.

Because in general practice, every day really is a school day — and that’s something to celebrate.

About the Author Asumpta Gallagher is the Founder and Director of Best Practice. With more than 25 years of experience in healthcare management — including over seven years working directly with GP practices throughout Ireland — Asumpta is passionate about raising standards, supporting frontline staff, and building stronger, more sustainable practices.

Through the SPARK Programme, she and her team are helping to redefine professional development for medical secretaries and receptionists, recognising their vital role in patient care and practice success.

If you’d like your practice team to join this growing community of learners, or to find out more about how the SPARK Programme can support your staff, visit www.bestpractice.ie or get in touch directly to explore how we can work together.

Because when we invest in the people at the heart of practice life, everyone benefits — the team, the patients, and the practice.