Course length
Half day
Why come on this course?
Everyone who comes into contact with patients plays a crucial role in ensuring they receive the best possible treatment and have a positive experience of the surgery. This course will encourage you to look at your surgery with fresh eyes and help you review the level of service you provide.
Who is it for?
This course is designed for anyone who works in a GP surgery. The recommended maximum is 14 delegates.
What will I learn?
By the end of this workshop you will have been introduced to techniques which will enable you to:
- Present a professional image of yourself and your surgery
- Communicate confidently and positively on the telephone
- Handle calls with courtesy and efficiency
- Demonstrate good listening skills
- Work within confidentiality guidelines
- Manage difficult and aggressive patients
- Keep accurate records of calls
- Review the reception experience of patients visiting your surgery
- Devise a customer care action plan
This workshop combines trainer input with practical exercises, personal reflection and group discussion. All participants will work on a personal action plan throughout the course.
The patients’ point of view
- What do our patients expect from us?
- What currently works and why?
- Where could our service be better?
Confidentiality
- Confidentiality and information governance
- What are the guidelines?
- What do they mean in practice?
The patient service chain
- How well do we work as a team when dealing with patients?
Communicating positively
- Dealing with patients on the telephone and face-to-face
- Agreeing a team approach to handling calls
Dealing with difficult customers
- Understanding the customer’s problem
- Showing the customer that you are listening to them
- Making the customer feel valued
- Saying ‘no’ positively
- Handling difficult situations assertively
Prioritising customer needs
Individual and team action plan