This course is aimed at Practice staff, including reception staff, admin, nursing and team leads.
The course will support staff members to understand what good customer care looks life and identify what service the practice would like to offer their patients. The training material will encourage discussion and reflection on when and how customer care may go wrong, situations which may cause conflict and potential conflict scenarios. The training will focus on finding solutions to address such situations.
The course covers;
Module 1: Customer (Patient) Care
- Reflections on good and bad customer care experience
- Agreement on what good customer care looks like and what patients should expect
- Challenges within the practice
Module 2: Tips for Conflict Resolution
- Understanding what conflict resolution is
- The role of communication, listening and questioning
- Tip on how to use communication well to prevent conflict situations arising or escalating
Modules 1 and 2 will be delivered via online recorded videos, accompanied by a workbook. This pre-work should take no longer than half a day. This is an essential part of the training as the virtual seminar will build upon knowledge acquired in these modules.
Group MS Teams Live Virtual Seminar
- Session to discuss the course content and ensure understanding by delegates
- Discussion of challenges and difficulties that arise in practice
- Finding solutions to challenges, enabling delegates to feel more confident in offering good customer care and facilitate early resolution of scenarios which would otherwise lead to complaints or conflict
Full course overview can be found on the right.
This course is funded if your practice subscribes to the Primary Care Education Programme. If your practice doesn’t subscribe, the course cost is £100.