I’ve worked in General Practice since 1979, first as a receptionist at Grove Lane Surgery, Thetford Norfolk, undertaking formal training to progress to management level from 1989.  In June 1994 I was headhunted to join another local practice as Practice Manager.

I have been involved with AMSPAR (Association of Medical Secretaries, Practice Managers and Receptionists) since 1980, starting up a local branch, firstly in Norfolk and progressing to include Suffolk, Lincolnshire, Cambridgeshire and Essex.

I gained my AMSPAR Diploma in Practice Management in 1990, with distinction, and I became involved with training for the Health Authority at this time, running training sessions and taking “road shows” on various topics around East Anglia.

I have continued my own development and gained a level 4 NVQ (degree level) in Human Resource Development in 1997 and I am a qualified NVQ Assessor and a licentiate member of the Chartered Institute of Personnel and Development.

I was voted onto the National Council of AMSPAR in 1991 and then became UK National Chairman in 1994; I was instrumental in moving the Association forward over the following four years using a strategic approach.  I resigned my seat at the end of 1999 (in order to nurse my chronically sick mother) and was awarded a Fellowship in recognition of my work.

I am a qualified Marie Curie nursing auxiliary for the terminally ill and a fully trained “buddy” for AIDS/HIV sufferers, and until last year worked in raising awareness of this.  I worked with the Norfolk Health Authority in 1982 to formulate their own AIDS/HIV policy which was cascaded both to other Health Authorities and practices.

I have worked and continue to work with the government on many issues, including ‘Patients not Paper’, ‘The Efficiency Scrutiny into Prescription Fraud’ and more recently ‘Zero Tolerance of Violence in the NHS.  I also contributed to the ‘Phoenix Agenda Framework for Training for Practice Managers’.

In January 2004 I represented AMSPAR and general practice as an expert witness at the Shipman Inquiry, looking at whistle-blowing and the new Patients Complaints system.

In this same year I was involved in a focus group for the Modernisation Agency looking into the future role and training needs of Practice Managers.

I write for the medical press and critically read for several training journals and I have served on various editorial boards, and written forewords for many books.

AMSPAR has long led the way in the campaign against violence at work and I took part in a Westminster debate last year and appeared on a current affairs programme on TV, and I have done several Radio 4 interviews regarding NHS staff training issues.

The Financial Times did a case study on me, and I also recently did an interview for the Evening Standard on violence in a General Practice setting.

I have worked with Henley Management Consultants, Radcliff Medical Press, Churchill Livingston, Harcourt Brace, and the Magister Institute and the GP Catalyst Programme to name a few, and until 2001 I was a Moderator for the National Open College.

I have also worked for various pharmaceutical companies, lecturing nationally to all practice staff including GPs and nurses and have also developed a “How To” in business planning for Practice Managers in 1995, which was commercially developed as a computer package by a drug company.

I was actively involved with Breckland PCG on the Education and Development sub group representing my 26 colleagues, I continued in this role for Southern Norfolk PCT, until I left general practice at the end of March 2004.

In April 2004 I set up my own training company and have continued to write training packages which I have delivered in-house to practices and to PCTs nationally.

I have recently been involved in the Kings Lynn VTS scheme.

In April 2004 I was appointed training project manager for Norwich PCT for a two year task of setting up a training centre of excellence for all six Norfolk PCTs.

Vision Training is now well established and provides training to GPs, Practice Managers, Practice Nurses, Dispensers and the admin teams and also to Dental practices.

I also run the AMSPAR Diploma in Primary Care Management, which is a two year level five qualification, in Norwich and in Birmingham,  as an associate of Syder & Young.

I have worked with the following PCTs: Sunderland, Durham, Darlington, Exeter, Taunton, Croydon, Great Yarmouth, Kent and Medway, Harrogate, Heart of Birmingham as well as local PCTs.

I have a wide portfolio but have specialised in Effective Communication and Conflict Resolution Training, Medical Chaperone Training, Equality & Diversity, Managing Change, Confidentiality, Data Protection and Human Rights.

I am very committed to helping all NHS staff develop to their full potential, ensuring their continuing Professional Development.

I enjoy the challenges of working in the NHS and whilst I accept there will always be changes I welcome any that will enable it to evolve into a modern service to meet the needs of the 21st Century.


Pauline Webdale


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