Education Videos


Practice Support Education Videos

Practice Support Education Videos

Found 20 videos.

Insights and strategies for managing difficult patient situations

Thursday 16 February 2023

Presented by Karen Castle of Avant and Dr Esther Han, GP this webinar allows viewers insight into creating a safer practice environment. Learn about preventing and de-escalating conflict and developing a whole of practice plan for responding to threats of aggression or acts of violence. The webinar identifies the knowledge and skills required for staff to work as a team in providing a safe environment for both patients and staff. It covers the legal context including duty of care and ending the therapeutic relationship, identifying preventative measures, understanding the influence of addiction on behaviour, and managing potentially dangerous situations plus providing aftercare for affected staff and patients.

Learning Outcomes:

  • Discuss the legal context related to predicting, preventing and managing patient aggression in general practice
  • Identify and implement preventative measures
  • Understand the influence of addiction on behaviour
  • Manage potentially dangerous situations and provide aftercare to staff and patients affected by incidents


Dr Esther Han | Drug & Alcohol Staff Specialist, GP
Karen Castle | RN, Risk Advisor Avant Mutual


Avant – Managing difficult patients
Avant – Keep your cool: how to handle aggressive patients
Avant – 5 steps to dealing with angry and hostile patients
Avant – How to end the doctor-patient relationship
RACGP general-practice-a-safe-place
General practice – a safe place tips and tools (racgp.org.au)
RACGP – Preventing and managing patient aggression and violence
Aggressive-behaviour.aspx (racgp.org.au)
Managing challenging interactions with patients | The BMJ
Psychosocial hazards | Safe Work Australia
Psychosocial risk assessment tool (worksafe.qld.gov.au)

2023 RACGP Changes to CPD requirements

Wednesday 1 February 2023

From 2023, the annual minimum CPD requirement will be 50 hours, inclusive of the mandatory and strongly encouraged activities. Professor Martin Veysey,  The Royal Australasian College of Physicians Chair of the College CPD Committee, explains the CPD activities you’ll need to complete from 1 January 2023.

Polypharmacy and the impact on older people

Tuesday 22 November 2022

This webinar addresses Polypharmacy and the impact on older people.

Through discussion and case studies, participants will gain understanding of practical tools/steps that GPs/nurses can take in identifying when patients require a medication review and practical steps in making that happen

Also reflect on the impact that social isolation has on older people.

* G-Meds tool (about)

* What triggers medication review? Hospital Discharge / health incident

Learning Outcomes:

  • Recognise and respond to the impacts of polypharmacy on frailty/older people
  • Develop a comprehensive management plan around deprescribing and medication management/reviews
  • Assess and manage Polypharmacy/medication reviews with dementia patients to ensure continunity of patient care


Prof Sarah Hilmer | Geriatrician

Sarah is a Clinical Pharmacologist and Geriatrician at Royal North Shore Hospital. She is also a Conjoint Professor of Geriatric Pharmacology, Northern Clinical School, The University of Sydney.

Honorary Prof Dimity Pond | General Practitioner

Dimity is passionately interested in Aged Care and Dementia. She provides comprehensive general medical care to babies, children, young adults and the elderly. She is a specialised general practitioner and is an Honorary Professor at Western Sydney, University of Tasmania and University of New England.

Social Isolation and the Impact on Older People

Tuesday 25 October 2022

Through discussion and case studies, viewers will be equipped with tools and tips for GPs and Practice Nurses to connect older people to local community hubs and support networks.

Discussion includes the Social/Medical aspects and the interaction between the two and how they impact social isolation for older people.

Learn practical tools/steps that GPs can take to link patients up to services/support.

Learning Outcomes:

  • Recognise and proactively respond to the impact of social isolation on older people
  • Differentiate the need for medical or social prescription when working with patients experiencing social isolation
  • Compare available services that promote social interaction and evaluate these against the lifestyle and needs of patients


Dr Stephen Ginsborg | General Practitioner
Dr Stephen Ginsborg is a GP with interests include mental health, and elder, palliative and intergenerational care. He cares for all ages, but the challenges of ageing have great resonance for him in his work. He is committed to developing strategies that assist community, GPs and other health care professionals to offer options for people, based on compassionate care in a manner and place of their choice.

Dr James Ibraham | General Practitioner
Dr James Ibrahim is a GP and Director of Terrey Hills Medical Centre. He is the current Chair of the RACGP Social Prescribing Specific Interest Group and Sydney North Health Network AOD clinical lead. On a mission to personalise primary care.


Social Isolation Services List

Useful Weblinks





MBS item numbers for Older Persons in the community including Case Conferencing

Wednesday 19 October 2022

Aimed at providing an overview of the Benefits to patient outcomes of using case conferencing and the MBS items available to support and provide care to the elderly population (living in the community, not those in residential aged care).

The MBS items discussed include:

  • 75+ Health assessments- full comprehensive review of patient’s health, social, mental and physical health
  • Care plans and team care arrangements- plans to provide appropriate referrals to allied health workers
  • Home medication reviews- full review of medications to prevent any hospital risks due to medication mismanagement
  • Case conferencing- service provision of multidisciplinary team meetings to work collaboratively to ensure best outcomes for patients
  • DVA specific programs such as Coordinated Veterans Care Program and Allied health cycles of care- both of which are aimed at reducing hospital admission and support provision
  • Mental Health Plans- the provision of a mental health plan to access psychological services in the elderly who may be suffering from any type of mental health condition (depression most common)

All of these programs focus on identifying health concerns within the elderly and providing support through referrals to allied health services appropriate to the person’s needs.

GPs and Practice Nurses/Support staff will learn how to make time to ‘book in case conferencing’ to utilise item numbers and improve patient outcomes.

Learning Outcomes:

  • Identify and manage a patient or group of patents that is making recurrent presentations to hospital (ED) through available support services
  • Utilise appropriate MBS item number/s to ensure provision of support through referrals to allied health services appropriate to the patients’ needs
  • identifying health concerns within the elderly through better understanding of MBS item numbers
  • Outline effective referral pathways and options to ensure continuity of patient care


Wendy O’Meara | Primary Health Education Consultant


Elderly Australians MBS Presentation

Desktop Guide to Chronic Disease Management and MBS Item Numbers


CVC Providers

Immunisation Update: Including new schedule and changes

Wednesday 31 August 2022

This webinar provides local General Practitioners, Practice Nurses, Pharmacists and Nurse Immunisers increased knowledge and skills in the recent changes to the NSW Immunisation Schedule and catch up schedules.

Learning Outcomes:

  • Assess current vaccine preventable diseases of concern and epidemiology
  • Identify current NSW and National Immunisation Program schedules and changes
  • Implement catch-up requirements for children, adolescents and adults


SALLY EDWARDS | CNC Immunisation Coordinator PHU

Sally has worked as the immunisation Clinical Nurse Consultant at Northern Sydney Public Health Unit for the past 9 years. In this role Sally provides immunisation education for clinicians and the general public, oversees the high school vaccination program for the Northern Sydney LHD and manages a team of nurses and support personnel


Immunisation Update Presentation 2022

Behavioural and Psychological Symptoms associated with Dementia and dealing with challenging behaviours

Tuesday 19 July 2022

This webinar assists GPs and other practitioners with the Detection of Dementia and the management of Behavioural and Psychological Symptoms of Dementia (BPSD).

Through a series of case studies, viewers will be provided with skills to assistin the early detection of dementia in patients, alongside aid in determining appropriate referrals for health and support services in at risk patients.

In discussing SNHN Programs, LHD initiatives and the use of HealthPathways, viewers will modernise skills in assessing and treating the most common behavioural and psychological symptoms associated with dementia, including the impact on family or carers.

Learning Outcomes:

  • Utilise course information to determine, access, and designate appropriate health and support service referrals
  • Recognise the early signs of dementia in patients and understand what servies are available for referral
  • Recognise the most common behavioral and psychological symptoms associated with dementia (BPSD)
  • Identify how symptoms present and how to manage
  • Critique recommended pharmacological options available, including their indications, to treat some of the behaviors


Prof Sue Kurrle | Geriatrician

Prof Kurrle is with the Faculty of Medicine and Health at the University of Sydney and Director at the Cognitive Decline Partnership Centre. She is also Geriatrician and Clinical Director at the division of Rehabilitation And Aged Care at Hornsby Ku-ring-gai Hospital and Community Services.

Marie Alford | Head of Dementia Professional Services, Dementia Support Australia (DSA)

Marie is the Head of Dementia Centre Services, HammondCare at The Dementia Centre. In this role Marie leads the delivery and operations of programs including Dementia Support Australia. She is responsible for projects across The Dementia Centre with a focus on improving the quality of life for people in need.

More Information:

For more information, please visit the SNHN dementia webpage


SNHN Support Information Access Slides

Prof Sue Kurrle Presentation – Management of behaviours and psychological symptoms of dementia

Prof Marie Alford Presentation – Dementia Support Australia: Supporting when behaviour impacts care

Dementia webpage

GP Information Session: Connecting GP’s to NSLHD Virtual Care Services

Wednesday 22 June 2022

Sydney North Health Network in partnership with Northern Sydney LHD, presented for GPs and their staff an information update on the Virtural Care Services available in the Northern Sydney LHD region, including winter preparedness.

The recording includes:

  • COVID and Influenza – What to expect this winter
  • Antiviral Therapy Q&A
  • Overview of the Virtual Hospital and Referral Pathway for Influenza
  • Overview of PHN initiatives:
    • Dedicated Advice line for GPs
    • Mobile GP Service WiSE Medical
    • PHN Community Support Services
  • NSW Ambulance direct referral pathway to the Virtual Hospital

Plus an open discussion on strengthening communication between Primary Health and Hospital services.

Learning Outcomes:

  • Utilise course reference material to assist in preparation of the predicted impact of Acute Respiratory illness this winter
  • Monitor and manage variable presentations of Influenza
  • Identify vulnerable patients / community groups at risk
  • Outline PHN and NSLHD community support strategies and how these can support general practice
  • NSLHD Virtual Care Service – identify effective referral pathways and monitoring strategies to ensure continuity of patient care


Dr Fiona Robinson – General Practitioner and Virtual Care Service | NSLHD
Ms Ellie McCann – A/General Manager, Virtual Care Service | NSLHD
Dr Virginia Dolot – Infectious Diseases Physician | NSLHD
Karl Davies – Hospital Liaison Officer | NSW Ambulance
Nicola Holloway – A/DON Virtual Hospital and CECC | NSLHD

Basic Infection Prevention & Control Education

Wednesday 1 June 2022

This webinar will discuss:

  • Standard and Transmission based Precautions
  • Hand Hygiene (alcohol/soap, hand care, gloves, nails/jewellery
  • Modes of transmission and suitable PPE / how to use correctly according to mode of transmission
  • Staff Immunisation
  • Cleaning performed by staff
  • Body Fluid spills management
  • Clinical waste and sharps management
  • Immediate response to a body fluid exposure


Margaret Jennings | Microbiologist, Infection Prevention Control Educator & Consultant to General Practice

CAT 4 Clinical Audit Tool workshop

Monday 23 May 2022

This workshop will show you how to utilise the data extraction software for accreditation and to improve patient care (recorded on 11 May 2022).

Learning Outcomes:

  • Recognise and utilise accreditation reports in CAT 4
  • Utilise CAT PLUS to better manage Cancer patients
  • Identify conditions with no diagnosis in CAT 4 to improve clinical coding
  • Utilise TOP Bar and Cat 4 to improve business potential and improve patient care


Pen Clinical Systems      

Chronic Disease Management: MBS item numbers in aged care

Thursday 31 March 2022

This webinar covers MBS allied health services for residential aged care facilities and MBS mental health services in residential aged care facilities. It includes the crucial role of general practice in facilitating access to allied health services for residents with dementia and other complex medical needs and concludes with a Q&A session.

Learning Outcomes:

  • Discuss the important contributions of general practice in facilitating access to allied health services for residents with dementia and other complex medical needs
  • Recall key elements of the new Allied Health Services in RACFs – COVID Allied Health Package
  • Describe the new temporary GP and OMP MBS items for multidisciplinary care planning and health assessments, and locate the face sheet for more information
  • Outline how to refer a resident to extended allied health treatment through the new MBS Initiative
  • Discuss with colleagues how to deliver these collaborative services efficiently, to minimise the chance of disruption of usual clinical prac


Wendy is a registered nurse by profession and a practice manager. She has a long and diverse history in general practice, spanning 20 years. Wendy has worked in all aspects of general practice including reception, primary care nursing and practice management, and has a strong, comprehensive understanding of al these areas. She currently manages 15 reception and administration support as well as five chronic disease nurses.

Nathan has been working as a physiotherapist in aged care for over ten years. He provides physiotherapy and rehabilitation services to residents in aged care. Nathan finds this a rewarding and essential area of practice which has a simple goal of improving quality of life of residents.

Aspiring General Practices Series Webinar 5: Person-Centred Health System and Integrated Care

Thursday 2 December 2021

  • What does successful integrated care look like?
  • Why we need integrated care
  • Models of integrated care
  • Person-centred care in general practice


Tracey Johnson, CEO Inala Primary Care; and Deputy Chair, Primary Care Advisory Group, AIHW

Aspiring General Practices Series Webinar 4: Optimising Teamwork and Collaboration

Tuesday 16 November 2021

  • Fostering a culture for high performing team-based care
  • Enhancing capacity, capability and skills of practice team
  • Emerging roles in primary care practice
  • Adopting and applying a team coaching model


Tracey Johnson, CEO Inala Primary Care; and Deputy Chair, Primary Care Advisory Group, AIHW

Future of Primary Health Care Symposium 2021

Thursday 11 November 2021

Join us for the 2021 AGM and Health Professionals Symposium. This event includes keynote presentations and a world-leading expert panel who will discuss and explore the future of primary care, including a system that will be better integrated to prevent disease and promote health whilst meeting people’s multidisciplinary needs.

Learning Outcomes:

  • Recognise the focus of an integrated system within mental health, innovation and technology, prevention and wellbeing.
  • Describe what it means to have a person-centred approach in health.
  • Explore what the future of Primary Health Care could look like.


  • Facilitator: Prof Simon Willcock, Professor and General Practitioner

    Professor Simon Willcock is a clinician and academic with extensive experience in medical education, primary care research, workforce development and organisational governance. He has worked closely with State and Commonwealth Governments on a broad range of initiatives. He is past Chair of General Practice Education and Training (GPET), and past Independent Medical Director of Health Workforce Australia. Simon is Program Director for Primary Care and Wellbeing Services at MQ Health.

  • Julie McCrossin AM, Australian radio broadcaster and journalist

    Julie McCrossin AM has over 20 years’ experience as a broadcaster with ABC Radio National, ABC TV and Network Ten and is now a freelance journalist and broadcaster.

  • Prof Ian Hickie, Co-Director, Health and Policy at University of Sydney’s Brain and Mind Centre

    Professor Ian Hickie is Co-Director, Health and Policy at The University of Sydney’s Brain and Mind Centre. He is an NHMRC Senior Principal Research Fellow (2013-2017 and 2018-22), having previously been one of the inaugural NHMRC Australian Fellows (2008-12). He was an inaugural Commissioner on Australia’s National Mental Health Commission (2012-18) overseeing enhanced accountability for mental health reform and suicide prevention. He is an internationally renowned researcher in clinical psychiatry, with particular reference to medical aspects of common mood disorders, depression and bipolar disorder. He is now focused on the development of real-time personalised and measurementbased care systems for use in partnership with young people and their families. These systems promote early intervention, use of new and emerging technologies and suicide prevention. In his role with the National Mental Health Commission, and his independent research, health system and advocacy roles, Professor Hickie has been at the forefront of the move to have mental health and suicide prevention integrated with other aspects of health care (notably chronic disease and ambulatory care management).

  • Dr Kirsten Meisinger, MD, Director of Provider Engagement and Regional Medical Director, Cambridge Health Alliance

    Dr Kirsten Meisinger, MD is an international expert on Patient Centred Medical Homes and healthcare system transformation. She was National Faculty Co-Chair for the Centres for Medicare and Medicaid Services (CMS) initiative “Transforming Clinical Practices Initiative”, an initiative which transformed over 140,000 US practices to value-based, patient-centred medical care. Kirsten is a MD and cares for an active Family Medicine panel at the Union Square Family Health Centre, an award winning Patient Centred Medical Home practice that was selected as one of the top 30 Ambulatory care sites in the US by the Robert Wood Johnson Foundation in 2010. Kirsten has faculty appointments at Harvard Medical School and Tufts University as well as core faculty at the Institute for HealthCare Improvement.

  • Dr Patrick Coleman, Nephrologist and general physician

    Dr Patrick Coleman MB, BAO, BCh, MRCPI, FRACP Dr Patrick Coleman is a Nephrologist and General Physician working on the Northern Beaches of Sydney. Patrick graduated in medicine from University College Cork, Ireland in 1991. He has also worked on the Sunshine Coast, Dublin and in Sydney. Besides his commitment to the provision of comprehensive patient care and the promotion of optimising and maintaining patients’ quality of life, he also has a keen interest in training and education having held multiple related positions in Ireland and Australia. He resides on the Northern Beaches where he enjoys spending as much time as possible with his two young children, partaking in a balanced, active, lifestyle and the multiple benefits of living in a wonderful environment.

  • A/Prof Charlotte Hespe, GP, and Head of General Practice and Primary Care Research for University of Notre Dame

    A/Prof Charlotte Mary Hespe MBBS (Hons), DCH (Lon), FRACGP, FAICD, GCUT (UNDA) works in clinical General Practice in Inner City Glebe as a Principal of a 16 Dr Group Practice. She also works as Head of General Practice and Primary Care Research for University of Notre Dame, Australia, School of Medicine, Sydney. She is passionate about improving health outcomes for her patients and the Australian Community and to this end has been actively involved with the RACGP, GP Networks, Medical Education (through undergraduate, post graduate and Registrar student teaching) and GP research for most of her GP career. Charlotte is currently Chair of the RACGP NSW/ACT Faculty Council and a Director on the National RACGP Board. She is a vocal advocate for the urgent need to invest in General Practice as the key to delivery of high quality value based care and improving health outcomes in the Australian setting. This has led to her completing a PhD on Implementation of Best Practice guidelines in the real world of General Practice – using CVD preventive care as the topic for opportunity to improve.

  • Shivaun Conn, Dietitian, Nutritionist, Health Coach and Health Presenter

    Shivaun Conn is an Accredited Practising Dietitian (APD), Accredited Nutritionist (AN), Health Coach, Certified Trainer & Assessor, Director of Discovery Health Coaching, Director of Accredited Health Coaching Australia, Former Vice President of Accredited Health Coaching Australia, and Professional Member of Dietitians Australia (DA) and Health Coaches Australia & New Zealand (HCANZA). Shivaun has worked for over 18 years as a dietitian and presenter, and 10 years as an executive health coach. Shivaun co-authored Victoria University Polytechnic’s Health Coaching Diploma and is a current lecturer. She delivers online health coaching training courses to health professionals via Accredited Health Coaching Australia, and regularly presents at health and training conferences around Australia.

Transgender Care in General Practice: Gender Affirming Care

Tuesday 2 November 2021

This webinar is aimed at improving care of transgender patients.

It is estimated that between 0.5% and 1% of the population is transgender or gender diverse. Studies suggest that transgender /gender diverse people have higher rates of mental health and drug and alcohol issues. It is known that gender affirming care improves mental health.

There are many barriers to accessing primary health care for transgender/ gender diverse people including limited GP experience and access to GP services, particularly around gender affirming therapy. Further, GPs themselves report lack of skills and knowledge in transgender/gender diverse care.

Learning Outcomes:

  • Describe the health needs of transgender and gender diverse patients and the elements of gender identity
  • Utilise improved confidence and knowledge in caring for transgender and gender diverse patients, including management of gender affirming therapy
  • Identify and discuss referral options and resources providing further support for transgender patients


  • Teddy Cook
    Acting Director, Community Health – ACON
    Adjunct Lecturer – Kirby Institute, UNSW Sydney
    Vice President – Australian Professional Association for Trans Health (AusPATH)
  • Dr Catriona (Treeny) Ooi
    Director, Northern Sydney Sexual Health Service
  • Dr Nicole Gouda
    GP and SNHN Alcohol and Other Drugs Clinical Lead


Aspiring General Practices Series Webinar 3: Striving for Continuous Quality Improvement

Wednesday 13 October 2021

  • Engaging the practice team in continuous quality improvement
  • Fundamentals, tools and resources for quality improvement
  • Measuring and improving patient care
  • Utilising patient experience in quality improvement initiatives


Gary Smith, Practice Manager; and Chair, Quality Innovation Performance Limited (QIP)

Aspiring General Practices Series Webinar 2: Communication Essentials for Frontline Staff

Tuesday 21 September 2021

  • Strengthening communication across the practice
  • Top tips for exceptional telephone and front-desk communication
  • Managing staff and patient expectations
  • Dealing with difficult people and challenging conversations


Gary Smith, Practice Manager; and Chair, Quality Innovation Performance Limited (QIP)

Aspiring General Practices Series Webinar 1 : Reaching Business and Financial Potential

Wednesday 18 August 2021

  • Planning and tracking business goals
  • Identifying and managing business risks
  • Financial forecasting and monitoring
  • Strategies for sustaining practice revenue


David Osman, Practice Manager; Healthcare Trainer; and Board Director, AAPM

The National General Practice Accreditation Scheme: Accreditation in a Pandemic World, Update for General Practice

Tuesday 24 November 2020


Fiona Kolokas, AAPM NSW/ACT President.


 Click here to view the presentation.

How to Safely Remove Ticks

Tuesday 26 February 2019