PLEASE NOTE- THIS TRAINING WILL BE HELD ON ZOOM DETAILS OF THE TRAINING WILL BE SENT NEARER TO THE TIME
This course will cover many issues in relation to customer service and communications in a fun and interactive way, using an actor workshop and real life scenarios from GP practice. The delegates will learn about communication skills, behaviour patterns and how to establish a patient centred service within their practice. The main training resource will be audio telephone calls between a receptionist and a patient.
The aim of this course is for each delegate to achieve a level of self-awareness, so their behaviour, thinking and service can be adapted to differing situations, ensuring a consistently excellent patient journey.
Course Objectives:
By the end of this training course, participants will be equipped to:
- Improve listening and questioning skills
- To understand a communication model
- To apply the eight stages of success to actor audio scenarios
- To empathise with the patient experience
- To learn the SBAR hand over tool
- Refresh knowledge around active signposting and social prescribing
- To apply certain communication tools to help with dealing with patients/relatives with challenging behaviours
- To be self aware and ready to change ones own behaviour
