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Calling All GP Receptionists – Customer Care in Challenging Times

Target Audience/Eligibility Criteria

This immersive and fun 3-hour session is suitable for all GP Receptionists and other staff working in Stockport General Practice whose role involves interacting with patients directly.

Course Aim

GP Receptionists are currently having to deal with unprecedented levels of pressure and aggression whilst liaising with their patients. This session aims to support our receptionists to increase the number of empowering and harmonious interactions with their customers and offer a range of effective approaches and strategies for dealing with those who may be challenging or ‘difficult’.

The session is being facilitated by ‘Medical Role Players,’ who provide actors to a range of NHS organisations to support recruitment and training.  The session will involve actors taking on the role of a GP receptionist playing out scenarios for the audience to observe, make suggestions about behaviour change and watch the resulting changes in outcome as alternative behaviours are integrated into the scenarios.

Course Content

This session will include:

  • Audience observation of the handling/mishandling of difficult conversations with patients and the differing outcomes achieved in a number of scenarios
  • Audience participation to move to a more positive patient interaction
  • Discussion around a range of effective approaches and strategies for communicating with patients in the workplace, particularly within those who may be challenging or ‘difficult’
  • Reflection on the skills and strategies that  prove to be most effective in difficult conversations with patients

Course Duration – 3 hours

 

Trainer/Facilitator – Medical Role Players (UK) Ltd

 

Date/Time/Venue

To be confirmed. Please email gmicb-sto.learningdevelopment@nhs.net and we will add you to the wait list.

 

Booking Process/Additional Information

Bookings for this course should be made via the Virtual College LMS: https://nhsgmstockport.vc-enable.co.uk/. Enquiries can be made via gmicb-sto.learningdevelopment@nhs.net or 07393 798115.