Description
Training Provider:
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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