Health Inequalities and Inclusive Access

This live 3-hour webinar for admin and reception staff explores how health inequalities affect access, communication, engagement, and outcomes in primary care. It helps staff understand the barriers many patients face and how everyday administrative practice can support more equitable, inclusive services.

Session overview

Non-clinical staff play a key role in how patients experience access to care. This session supports participants to recognise the impact of deprivation, exclusion, language barriers, disability, digital exclusion, and other wider factors on health and service use. It promotes practical approaches to creating a more accessible and responsive patient journey.

Outline of the session

• What health inequalities are and why they matter in primary care
• Common barriers to accessing appointments and support
• Understanding the needs of vulnerable and underserved groups
• Digital exclusion, literacy, language, and communication barriers
• Promoting fairness, dignity, and inclusive service design
• Improving access through small but meaningful administrative changes
• Reflecting on bias, assumptions, and hidden barriers
• Practical examples relevant to reception and care navigation

This programme is ideal for:

• GP receptionists and front desk staff
• Care navigators and patient coordinators
• Administrative and clerical staff in general practice
• Medical secretaries and clinical administrators
• Practice managers and deputy managers
• Team leaders and supervisors within admin teams
• Staff working in PCNs, urgent care, and community services