Excellence in Patient Care and Dealing with Aggression at Reception

For reception staff

Intensive one-day course that explores the impact of GP receptionists in patient satisfaction, and focuses on strategies and techniques to manage difficult or aggressive patients.

Start date: TBC
Duration: 1 day

Category:

Description

Training Provider:

Prima Linea Training Associates

Start date: TBC

Duration: 1 day

Timetable: TBC

Location:

Wirral details TBC

Who should attend?

GP receptionists or any individuals performing patient first point of contact roles in healthcare organisations.

What will I learn?

This course will help gain a further understanding of the impact of GP receptionists in patient satisfaction, and will introduce students to strategies and techniques to manage difficult or potentially aggressive patients.

Course Content

  • Reception in context:
    • Analysis of perceptions and expectations
    • Evolution of the role of GP receptionist in recent years
    • Perspectives from UK decision makers and practice staff
  • Excellence in patient care at reception:
    • The importance of reception in the patient experience
    • Recent role changes
    • Patient and practice expectations from GP receptionist
    • Aiming for excellence – how personal style impacts patient experience
    • Excellence in service delivery
  • Dealing with sensitive and emotional communication at reception:
    • Defining sensitive communications
    • Emotions involved and practical actions
    • Dealing with patient emotions and expectations
    • The ‘Dos’ and ‘Don’ts’ of patient communications
    • Considering scenarios where emotion is associated with aggressiveness
  • Dealing with aggression or violence at reception:
    • Contributing factors and causes of aggressive behaviour at reception
    • The role of receptionist in managing and de-escalating aggression
    • ZERO Tolerance and ZERO Tolerance policy
    • Honing observational skills and patient handling techniques and strategies
    • Professional and safe management of difficult patients
    • Using NLP skills to aid communication in difficult situations

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