TRAIN-IT-MEDICAL

01/05/2026

📢AI for Practice Managers and Medical Receptionists:
Free Webinar now available to watch:
https://us02web.zoom.us/rec/share/EVsaCFrlamWUaYPQ5W6xmreQ5XT1UGAGo4vEK4rX2hUAumfTWd4vN0p-3I4sm40.djGRpHTfwAYysEpn?startTime=1777516253000
Passcode: 83UVw*!o

Thank you to Care GP for demoing and for sponsoring.
Thank you to Liam Oldfield for presenting on Claude AI Agents.
🤖
Let us know what you think!

29/04/2026

Happening tomorrow.
Free webinar on AI tools for medical practice managers & receptionists.

Secure your spot now!

🚀 FREE AI WEBINAR FOR GENERAL PRACTICE TEAMS

Our 4th webinar is coming up soon - 30 April — and this one is all about admin tasks and tools to make your lives a little easier.

If you’re a Practice Manager, receptionist or nurse, this session is for you.

We’ll cover practical, realistic ways AI can reduce workload in everyday tasks like documentation, meetings, policies, training, quality improvement, and those tricky patient/staff conversations.

This webinar is free, kindly sponsored by Care GP, who will showcase document automation and AI Receptionist tools.

For those who are already happily using AI tools, I’ve invited my business innovation coach, Liam, to come along and teach us how to create AI “agents” in Claude to help streamline repeat admin tasks.

📅 Thursday 30 April
🕧 12:30–1:10 pm AEDT
🎁 Free + recording for all registrants

👉 Registrations are limited so quick - click on this link here: https://us02web.zoom.us/webinar/register/WN_ylXd8igXSomChIIcmplGoQ?contact_id=2QNnLMHMKVgYy08MGDFA #/registration

29/04/2026

Last week I ran workshops on ‘Managing Challenging Patient Encounters’ in Canberra, and I was genuinely humbled by the conversations.

Hearing the stories of medical receptionists, admin teams and nurses is always confronting, even after my 30 years in healthcare.

Stories of intimidation. Overwhelm. Abuse.
“Standing over me.”
“Standing too close to me.”
“Not letting me speak.”
“Yelling at me”
“Screaming at me”

These are shared experiences for many people working at the front desk of healthcare.

We talked about practical strategies — not just for handling difficult conversations, but for protecting themselves too.
How not to take the emotion of the day home.
How to sleep after hard days at the practice.
How to deal with complex teams and personalities.

In one exercise I asked the medical receptionists and PMs in the group to raise their hand if they had consciously chosen a career in medical reception or practice management — versus who just found themselves in the role.

One hand went up.

That distinction matters. It’s a heavy expectation.

💕 To everyone who attended on the day, thank you for all you do. Your work matters more than you are often told.

If anyone working in a medical practice would like a copy of the De-escalation Guide I created for these workshops, feel free to email me at katrina@trainitmedical.com.au.

I’m always here for you. 🤗

23/04/2026

Admin staff are overloaded.
Let's talk about ways to fix that.

📅 Thursday 30 April
🕧 12:30–1:10 pm AEDT
🎁 Free + recording for all registrants

👉 Registrations are limited so quick - click on this link here:
https://us02web.zoom.us/webinar/register/WN_ylXd8igXSomChIIcmplGoQ?contact_id=2QNnLMHMKVgYy08MGDFA&fbclid=IwdGRjcARWhO5leHRuA2FlbQIxMQBzcnRjBmFwcF9pZAo2NjI4NTY4Mzc5AAEeqmYuYP3ixbrq6fJ7YW9aLwMoPvsqYKvN-p42BnPDeiID8TRcmwkgpgrcYeY_aem_IgvZkMOcx7hoUTTW59nPZQ #/registration

20/04/2026

Love this so much !🤩 🙌🏻

19/04/2026

🚀 FREE AI WEBINAR FOR GENERAL PRACTICE TEAMS

Our 4th webinar is coming up soon - 30 April — and this one is all about admin tasks and tools to make your lives a little easier.

If you’re a Practice Manager, receptionist or nurse, this session is for you.

We’ll cover practical, realistic ways AI can reduce workload in everyday tasks like documentation, meetings, policies, training, quality improvement, and those tricky patient/staff conversations.

This webinar is free, kindly sponsored by Care GP, who will showcase document automation and AI Receptionist tools.

For those who are already happily using AI tools, I’ve invited my business innovation coach, Liam, to come along and teach us how to create AI “agents” in Claude to help streamline repeat admin tasks.

📅 Thursday 30 April
🕧 12:30–1:10 pm AEDT
🎁 Free + recording for all registrants

👉 Registrations are limited so quick - click on this link here: https://us02web.zoom.us/webinar/register/WN_ylXd8igXSomChIIcmplGoQ?contact_id=2QNnLMHMKVgYy08MGDFA #/registration

17/04/2026

Love and gratitude to the incredible mob at Townsville Aboriginal & Islander Health Service for another wonderful week. TAIHS is truly exceptional ❤️💛🖤

17/04/2026

Digital health keeps changing and general practice is expected to keep up.

Don’t worry, we’ve got you covered:

Join us for a fast-paced Lunch & Learn webinar designed specifically for general practice teams who want practical, real-world confidence with today’s digital tools, without the overwhelm.

In just 1 hour, Katrina Otto will demonstrate how to embed and strengthen your use of:
• My Health Record
• Secure Messaging
• ePrescriptions & the Active Script List
• AI in general practice

This session is all about real-world application: improving efficiency, supporting safer care, and helping your team adapt confidently to ongoing digital change. Because if there’s one thing we know, it’s that the only constant is change.

📅 Thursday 23 April 2026
🕧 12.30–1.30pm EST (12.00–1.00pm CST)
💻 Virtual Lunch & Learn (Teams)

We know it's tough out there in Western NSW and connectivity is less than ideal. Let's get together and work together on meaningful improvement strategies.

To register click here: https://www.surveymonkey.com/r/9F8YGT8

16/04/2026

The Western NSW Primary Health Network is excited to partner with Katrina Otto from Train IT Medical to offer training in Privacy and Confidentiality for medical receptionists and interested practice staff across the Western NSW region.

This short online course equips general practice staff to better understand and protect patient privacy and manage confidentiality effectively.

Participants will learn the difference between privacy and confidentiality, explore key updates under the Privacy and Other Legislation Amendment Act 2024 (Cth) and their impact, explores privacy settings in clinical software and you will gain strategies to recognise and respond to potential privacy breaches, including notification and remediation.

The course also covers implementing protocols to safeguard patient information, reduce risk, and support compliance in everyday practice.

The course is accessed by way of a coupon code. There is no cost for practices in Western NSW catchment area.

If you would like to complete this course, please email practicedevelopmentteam@wnswphn.org.au with your full name, practice name, email address and contact phone number.

14/04/2026

So much respect for these two incredible women: Practice Manager Kim Kennedy (l) and Project Manager Angela Easterman (r) from Townsville Aboriginal and Islander Health Service, known affectionately as TAIHS.

This time last year, we went live with a massive digital transformation project which included technology changes to Bp Premier, HotDoc, a new LMS, and more. I spent two weeks onsite and have been raving about TAIHS since the day I left. They are truly exceptional.

With more than 120 staff, 15 Aboriginal Health Workers, multiple clinics, Social and Emotional Wellbeing Clinic, Maternal Health Clinic, Youth at Risk Clinic, Urgent Care Clinic, and so many community-led initiatives, the work here is complex, deeply connected, and grounded in care for community - providing vital services and cultural connection to people with significant health needs.

I’ve been back since for more training, and I’m back again now to support the next round of improvements. Each visit reaffirms how exceptional TAIHS is, and I can’t wait to share more of the how and why with everyone - including the new mentoring program we are collaborating on.

❤️💛🖤

13/04/2026

We do not want anyone to feel unsafe at work. Ever!

Medical receptionists and nurses are often the first (and sometimes only) people patients express their frustration to.

We know some of the reasons:
Waiting times. Health anxiety. Financial stress. Life stress.

This brand new interactive 3 hour in person workshop will be presented by Katrina Otto and has been designed specifically for Australian medical receptionists, practice managers and nurses.

You’ll learn:
• How to calm angry conversations (without escalating them)
• What to say when someone is yelling or intimidating
• How to set boundaries confidently and professionally
• How to protect your own wellbeing
• What your legal obligations are around privacy, documentation and incident reporting

You’ll walk away with a toolbox of personalised practical scripts, team strategies and greater confidence.

If your practice is in ACT, Register now with your PHN:
https://www.eventbrite.com.au/e/managing-challenging-patient-encounters-tickets-1984845352881?aff=oddtdtcreator

10/04/2026

What an incredible experience. 🎙️

I had the genuine honour of sitting alongside two brilliant doctors - Dr Penelope Elix (Health Professionals Councils Authority) and Dr Ellen Paton (NSW Medical Council) to record a podcast.

The topic was how to do CPD well to protect your patients and practice. Way beyond compliance, we covered how to make CPD genuinely transformative for your practice and your patients.

What struck me most was learning how deeply understanding and experienced the doctors who assess formal complaints truly are. I have witnessed how torturous it can be for doctors who receive a formal complaint. I have also worked as a consultant for the Professional Services Review Board, Medicare and of course train with medical indemnifiers often, so learning how empathic and understanding the reviewers are was reassuring in the best possible way.

But I'll be honest, I think I surprised a few people. 😄

As a Practice Manager my view of things often comes back to things that seem less commonly heard when dealing at this level:
✅ Teamwork
✅ Systems design
✅ Technology risks
✅ Policies that protect both doctor and patient

Here's what this podcast experience reinforced to me:
I've never seen medicine as a solo sport. I see the whole team surrounding the doctor. Every process, every policy, every training touchpoint exists to optimise care and reduce risk. When those systems break down - or don't exist at all - that's where harm happens.

I also shared how my high performing practices ensure CPD never feels like a chore. Imagine a dinner with colleagues, sharing experiences, celebrating wins, learning openly from near-misses, and yes, ticking off multiple CPD components at once. That's not cutting corners. That's being smart about learning.

Because at its heart, CPD is a lifelong learning and infinite change mindset. And that should feel energising, not burdensome.

Yes of course I touched on AI - risks and benefits. And one of those benefits is new AI CPD features and tools (where it will document for you!!).

I'll share more on that plus key takeaways and the recording for you all soon.