Support for frontline staff to confidently give out normal blood results. Based on the BBB training where in the initial 3 months they had saved around 50-60 appointments at St Andrews. They had 100% accuracy giving out results (ie those patients that were told the results were normal did actually have normal results and no one was falsely told this). Feedback from all receptionists was positive as they were getting frustrated that they could see results filed as normal but had to book appts with Drs or nurses and often when Drs called patients, their calls were missed so patients would call back to speak Dr and this would unnecessarily increase call volumes. So they felt the training not only saved appts but also reduced the call volume and hence workload for them.