Managing difficult patients in general practice – the regulations and process

Thursday 8 October 2026 – 14.00-16.30
Online training session

Difficult patient interactions can be stressful and cause disruption in the practice. This online training session will focus on how to manage difficult patients, the patient removal process and how the Special Allocation Schemes (SAS) are operated.

The session has been specifically designed for general practice teams and is ideal for practice partners, business/practice managers or anyone in the practice who is involved with managing difficult patients. Integrated care board (ICB) primary care teams will also find this session useful to gain an understanding of the regulations and process.

The session offers practical skills and insights to navigate the process confidently and effectively and will cover the following topics:

• Managing inappropriate and unacceptable patient behaviours – including what practices and commissioners can and should do.
• The types of patient removals that are available in relation to difficult patients and when to request them – including the step-by-step process that should be followed by all parties.
• What happens when patients are placed on a Special Allocation Scheme – considering the patient appeal process and the associated practice, Primary Care Support England (PCSE) and commissioner responsibilities.

The training session will be led by one of our primary care experts and delegates will be encouraged to participate though questions, exercises, and interactive tools, with opportunities to discuss current issues and seek solutions with our expert and each other.

Following the workshop, attendees will have a better understanding of the guidance, process and regulations in relation to the registration and removal of difficult patients.

Important booking information
Delegates with a package of support must use their booking code to prevent charges. If you are not sure if your organisation has a package of support, please contact us before making a booking.

Delegates with discounted places must use their booking code to ensure the discount is applied.

Please note that discounts and other concessions must be claimed at the time of booking. They cannot be applied retrospectively.

For those with a package of support places are charged at 1.5 credits. All other places are charged at £175 excluding VAT.

By booking a place at this event, you agree to be bound by our terms and conditions.

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