Changing Faces: How Non-Clinical Teams Can Make a Difference

🎙 Every day, non-clinical staff are the first point of contact for patients accessing general practice. A warm welcome, thoughtful communication and a little understanding can make all the difference. In this episode of The Halfway Point, Ben Scorer is joined by Malou Bengtsson-Wheeler and Vikki Feltham from Changing Faces to explore how practices can better support people with a visible difference. More than one million people in the UK are living with a visible difference caused by a condition, injury, treatment or birthmark. For many, access to healthcare can be affected not only by their clinical needs but also by assumptions, communication barriers, and the way services are designed. Together, Ben, Malou and Vikki discuss the importance of seeing the person before the condition, how non-clinical teams can create a more inclusive and welcoming experience, and the practical steps practices can take to ensure every patient feels respected, understood and supported. This episode reminds us that great patient care begins long before a clinical consultation. Sometimes, the smallest changes in how we communicate and support people can have the biggest impact. As always, if you've enjoyed this episode, please subscribe, leave a review and share it with colleagues across primary care. ***** Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point. ℹ️ More information on Locum PM’s training courses, conferences and how we support practices can be found at https://locumpm.co.uk. 💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter. ☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm. 💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word! 🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected]. This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing. (At LPM, we only recommend what we genuinely believe will bring value to your practice.) The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.