Why come on this course?
This 3 hour workshop will give you an opportunity to look at new ways of handling the situations you find most difficult. It will also encourage you to take a fresh look at your approach to calls and fine-tune your skills.
Who is it for?
This course is designed for anyone who works in a GP surgery and handles patient calls. 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:
- Deal with all calls effectively and professionally, even in challenging circumstances
- Create empathy with patients on the telephone
- Identify a range of approaches to calls and how to adapt to a range of situations
- Understand your own emotional responses to calls and how to avoid becoming “hooked” in an inappropriate response
- Review how well the systems you use for recording information from calls work and generate ideas of how to make them even better
- Devise a personal 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 calls?
- What currently works and why?
- Where could our service be better?
- Positive telephone tone of voice
- Agreeing a team approach to handling calls
Dealing with challenging calls
- Understanding the patients’ viewpoint
- Showing the patient that you are listening to them
- Making them feel valued
- Saying ‘no’ positively
- Handling difficult situations assertively
Handling your own emotion
- Transactional Analysis – our natural responses
- Emotional “hooks” and how to recognise them
- Maintaining a professional response