General practice is at the heart of primary care services, with more than 8,000 practices across England providing vital services for patients. Services are under unprecedented pressure and there has never been more need for us to do things differently to ensure that we can continue to provide quality services to patients.
Improving patients’ experience of the NHS will result not just in “happier customers” but healthier ones too. Great customer service, the key to a great patient experience, is essential for a practice’s success.
This practical, activity-based workshop will provide a consistent approach to explore ways to improve all aspects of communication.
This workshop aims to offer a development opportunity for all practice reception staff looking at different types of communication and how to ensure this is effective within the patient journey. Elements will include active listening, effective questioning, managing difficult people and situations, handling complaints, body language, facilitation and influencing skills.
Morning and afternoon sessions are available and will be based in Sale, Trafford. Venue TBC