What is covered by the training programme
GP receptionist training gives non-clinical staff the communication skills to probe, signpost and prioritise.
Developing communication skills
Our training programme will give receptionists and other non-clinical staff the ability and skills they need to communicate effectively on the phone. This will involve building rapport, trust and confidence, linked with an ability to sympathise and understand the context for the patient.
Delegates will learn to use these communication skills to ensure callers are satisfied with the solution they offer, to arrive at a mutually agreeable outcome. This may include signposting outside the service or a non-clinical member of staff managing the patient's request.
Delivering excellent customer care
Good customer care skills are increasingly recognised as being of critical importance amongst GP receptionists and all patient-facing staff, especially when it comes to dealing with difficult or demanding callers.
During the training, delegates will learn how to communicate effectively, how to provide excellent customer service, and how to deal with difficult, demanding, or frequent patients.
How the GP receptionist training programme is delivered
The Signposting, Prioritisation and Telephone Communication session will be delivered inhouse and will include experiential learning through participative activities to demonstrate how and when to use the skills and strategies discussed, group exercises and discussion.
*Please note we do not use role play, as this has been found to be too unsettling for staff who are not used to this method of training.
If you would like to find out more about our GP receptionist training please fill in the enquiry form below and we will be in touch.
