Lewisham Sept PLT Non Clinical Session
16 September 2026
12.30pm - 4.30pm
Organisers: Lewisham CEPN Training Hub
About this Event
This is a face-to-face event at The Broadway Theatre, Rushey Green, London SE6 4RU
12.30pm-1.55pm: Lunch and Networking
2.00pm: Welcome from Colin Paget, PCN Manager
Giving Our Best in a Challenging and Changing Environment with Colin Paget, PCN Manager
Session 1: If Looks Could Kill - Small behaviours have Big impacts
The If Looks Could Kill session explores how small behaviours create big impacts in patient experience, especially in a primary care environment that is constantly shifting in its infrastructure, pressures and demands. In the NHS we rightly tailor our services for people with different needs (deaf, ethnic monitories, LD etc.) — but true equity means recognising that every patient arrives with their own anxieties, barriers and expectations, and deserves the same patience, kindness and clarity, however challenging this can be. This training focuses on how we manage our own state in challenging interactions: keeping empathy at the centre, maintaining a professional face and tone even when conversations become difficult, and remembering that while we understand the NHS from the inside, even we sometimes struggle to coordinate care sometimes, so it isn’t surprising that many patients find it confusing, overwhelming or intimidating. The session reinforces that our behaviour is not just customer service — it is an inequalities intervention, shaping whether each person feels respected, safe and supported from the moment they walk through the door.
Refreshment Break
getUbetter app with Emily Fitzgerald, Holli Graham and Aleks Modzelewska from the getUbetter team. This session will provide everything you need to know about the getUBetter app, which just launched on Friday 11th September. getUBetter is your local physiotherapy self-management app that is now available to all Lewisham residents. We will provide information about what the app actually is and its purpose, how patients can access it and how you can signpost to the app, as well as the safety netting features and how it has worked in other South East London boroughs so far
Session 2 with Colin Paget: Do changing boundaries change me? Keeping my best self in a shifting landscape
This session reinforces that bringing our best self to each interaction isn’t dependent on the changing context around us — it’s dependent on us. Boundaries may shift, infrastructures may evolve, and the landscape may feel confusing, but how we choose to show up can remain steady. Professionalism, kindness and clarity are not accidental behaviours; they are deliberate acts that require conscious thought, especially when pressures rise or conversations become difficult. The session emphasises that maintaining our best self is a daily choice — a discipline that helps us stay grounded, present and consistent for every patient, regardless of what is happening around us.
4.30pm: Close
Please note: There is a capacity set by the Broadway Theatre Management for this room and once this is met, we can no longer accept any further bookings for this session.
If, having booked the session, you find you are unable to attend, please kindly cancel your booking in order that someone else can take up the place. Thank you
