A clear start, not trial and error
SPARK supports onboarding from the very beginning. New staff follow a structured pathway that builds confidence and consistency in role — rather than picking things up piece by piece at a busy desk.
SPARK by Best Practice
SPARK by Best Practice: Build confidence. Strengthen your team. Raise the standard.
SPARK is a structured 12-month CPD and professional development programme for Medical Receptionists, Secretaries and frontline non-clinical staff in General Practice and primary care — practical, role-specific learning built around how a busy practice really works.
- 12-month structured pathway
- New learning every 30 days
- Monthly live calls
Why it matters
Your front desk carries more than it is ever trained for.
Your reception and secretarial team are the first voice a patient hears and the first face they see. They manage the phones at eight o'clock, a full waiting room, results queries, repeat prescriptions — and the patient who is upset before they have even reached the counter.
Patient volumes are increasing and expectations are rising. Yet in most practices, training for these roles is still informal, inconsistent or difficult to sustain once the day takes over. SPARK gives that development a structure — one that fits into the working month rather than competing with it.
“In nearly 20 years working inside Irish GP practices, I have rarely seen a frontline problem caused by a lack of goodwill. It is almost always a lack of structure.”— Asumpta Gallagher, Founder, Best Practice
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Confidence
Staff who understand their role — and where it ends — make calmer, clearer decisions when the pressure is on.
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Communication
Practical skills for the telephone, the counter and the difficult conversation, so every patient experiences the same professionalism.
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Consistency
One shared standard across the whole team, instead of several different versions of “how we do things here”.
Who it is for
Every patient journey starts at your front desk.
SPARK is built for the people who answer the phone, greet each patient and keep the practice moving — and for the managers who want them properly supported.
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Medical Receptionists
The first voice on the phone and the first face at the desk — often managing both at once.
Key focusTelephone skills, non-clinical triage and difficult conversations
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Medical Secretaries
Correspondence, referrals, records and the careful detail that happens behind the scenes.
Key focusPatient data, subject access requests and GDPR
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Frontline non-clinical staff
Anyone in a patient-facing, non-clinical role in General Practice or primary care.
Key focusProfessional boundaries and systems that work
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Practice Managers and GP Principals
Who want their frontline team developed properly — without having to build the training themselves.
Key focusA structured 12-month pathway for the whole team
Reinforce the standard, refresh the skills
For established staff, SPARK reinforces standards, updates existing skillsets and gives proper recognition to the professionalism they already bring to the practice every day.
The programme
Four core strands. One consistent standard.
Each strand builds knowledge, confidence and consistency across a key area of frontline work. Select a strand to see what it covers.
Core Competencies
Building fundamental knowledge about the role, the practice environment and the professional behaviours that underpin safe, effective practice.
Example topics
- The role of the Medical Receptionist or Secretary
- Your role in the healthcare team
- Non-clinical triage
- Professional boundaries
A familiar moment
A patient at the counter insists on speaking to the doctor “just for a minute”. Knowing your role, your boundaries and how non-clinical triage works in your practice means you can respond with confidence — not guesswork.
Communication in Practice
Supporting staff to communicate clearly, confidently and compassionately with patients, colleagues and the wider team.
Example topics
- The heart of communication in practice
- Handling difficult conversations
- Practical telephone skills
- Communicating under pressure
A familiar moment
The lines open, the queue builds and the first caller is already frustrated. Calm, clear language and good telephone technique keep that conversation — and the rest of the morning — on track.
Policies and Protocols
Helping staff understand and apply key practice policies, responsibilities and protocols in their day-to-day work.
Example topics
- Managing patient data
- Managing subject access requests
- Health and safety
- GDPR and data breaches
A familiar moment
A request arrives for a full copy of a patient’s records. Your team should know what a subject access request involves, who in the practice handles it, and how patient data must be protected along the way.
Everyday Excellence
Embedding personal responsibility, attention to detail and consistent standards in the day-to-day flow of work.
Example topics
- Systems that work
- Ergonomics and environment
- Delegation and boundaries
- Reducing repetition
A familiar moment
The same question has been answered six times before eleven o’clock. Systems that work, clear delegation and a well-organised workspace give your team time and energy back for the patients in front of them.
Topics shown are examples of just a few of the modules available within each strand.
How SPARK works
A steady monthly rhythm that fits real practice life.
Learning arrives in manageable steps, so your team can apply it at the desk and on the phone — not set it aside until things quieten down.
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Step 1
Learn
New, role-specific content is released every 30 days, building progressively through the year.
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Step 2
Apply
Staff put the learning to work in the context of real practice life, supported by practical tools and resources.
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Step 3
Discuss
A monthly live call with expert input — and, at times, invited specialists — to ask questions and learn alongside peers.
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Step 4
Reflect
Each participant’s own learning record tracks progress, supports reflection and recognises their development.
The cycle repeats each month across the full 12-month programme.
What is included
Everything your team needs to keep developing all year.
- 12-month structured CPD and professional development pathway
- New content released every 30 days
- Monthly live calls with expert input
- Practical resources and downloadable tools
- Individual learning record, reflection and progress tracking
- Peer support and recognition through Best Practice Academy
Designed and delivered by Asumpta Gallagher, Founder of Best Practice — 25+ years in healthcare management, nearly 20 of them working inside Irish GP practices, from single-handed rural surgeries to large group practices.
I highly recommend the SPARK Programme to improve and update on existing skillsets. Asumpta communicates the modules very clearly with attention to detail. The support network is fantastic and Asumpta is always available for any questions or feedback. While there are many courses available, we have found the SPARK Programme tailored to our specific requirements, as Asumpta has worked in the field and understands the day to day workings. I would highly recommend the SPARK Programme for new employees or employees updating their skills.
Pricing and access
Build the standard across your whole team.
Choose the plan that fits your team size. Pay monthly, or annually in advance.
Annual billing: 12 months for the price of 11.
Up to 5 staff
For smaller practice teams
€129per month
or €1,419 annually
- Full 12-month SPARK pathway
- Monthly module releases
- Live monthly calls with expert input
- Peer support and shared learning
- Practical downloadable resources
- Recognition through Best Practice Academy
Up to 10 staff
For growing and group practices
€169per month
or €1,859 annually
- Full 12-month SPARK pathway
- Monthly module releases
- Live monthly calls with expert input
- Peer support and shared learning
- Practical downloadable resources
- Recognition through Best Practice Academy
More than 10 staff
For large practices and organisations
Enterprise
Pricing on request — contact us to discuss your requirements.
- Everything in the SPARK Programme
- For teams of more than 10 staff
- A conversation about what your organisation needs
Enrolment is completed through secure checkout. Questions first? Email support@bestpractice.ie
Beyond Year 1
Maintain the standard.
Practices that complete the 12-month SPARK Programme may continue through Best Practice Academy Membership — a separate continuation option designed to help your team maintain standards, stay current and keep benefiting from expert-led updates, live support and peer connection.
Best Practice Academy Membership
€249per year, per practice
- Ongoing monthly live calls
- Expert-led updates and refresher learning
- Peer support and shared discussion
- Continued connection to a professional community
FAQ
Questions practices ask us.
If your question is not answered here, we would be delighted to help you find the right option for your practice.
Email support@bestpractice.ieSPARK is designed for Medical Receptionists, Secretaries and frontline non-clinical staff working in General Practice and primary care. It is also valuable for practices that want a more structured, consistent approach to staff development.
Yes. SPARK is designed to support onboarding from the beginning while also reinforcing standards for existing team members. New staff can join and benefit from a structured pathway that builds confidence and consistency in role.
SPARK is delivered as a structured 12-month programme, with new content released every 30 days. Practices can choose to pay monthly or annually in advance. After completing Year 1, practices may continue through Best Practice Academy Membership.
Yes. Monthly live calls are included as part of the SPARK Programme, offering practical discussion, expert input and peer support.
Yes. SPARK Live is available as a separate, standalone subscription for those who want access to the monthly live calls without enrolling in the full SPARK Programme. Email support@bestpractice.ie for details.
Yes. Annual billing is available for the SPARK Programme and includes 12 months for the price of 11 — €1,419 for up to 5 staff, or €1,859 for up to 10 staff.
Yes. Enterprise pricing is available for practices or organisations with more than 10 staff. Contact us at support@bestpractice.ie to discuss your requirements.
Practices that complete the initial SPARK Programme may continue through Best Practice Academy Membership at €249 per year per practice, which includes ongoing monthly live calls, expert-led updates and refresher learning, and continued peer support.
All learning is recognised through Best Practice Academy. Each participant has their own learning record, supporting them to track their development, reflect on their learning and build confidence in their role over time.
Ready when you are
Give your frontline team the structure to do their best work.
Whether you are onboarding new staff, supporting experienced team members or creating a more consistent approach across the practice, SPARK gives you a practical pathway to do it well.