Education & Events
Customer Care - How to Engage with your Patients
Event Summary
This enlightening session is for all staff who engage with patients, be it face-to-face or via telephone.
Main Contact
Event Speakers & Trainers
Log into Zoom 09:15 session runs 09:30 to 11:30
Introduction
This enlightening session is for all staff who engage with patients, be it face-to-face or via telephone.
During the session, we will look at what is meant by customer care in general practice and the specific tools and skills that will allow practice staff to thrive in the pressurised environment in which they work. The session also focuses on equipping participants with the ‘HOW’ to meaningfully deliver exceptional customer care in the face of challenging circumstances and how to deal with challenging patients.
Aims
To help staff appreciate the significance of excellent customer care, why first impressions count, and how to deal with patients effectively. The course will include etiquette and communication skills. In addition, delegates will learn how to manage patients who are behaving in a rude and aggressive manner.
Objectives
- Understand the need to create a positive approach when dealing with all patients
- Learn how to avoid stereotypical behaviours
- Gain an understanding of an array of communication techniques that lead to a positive outcome
- Learn how to respond to and deal with unhappy patients
- Understand the need for effective communication skills when dealing with all patient cohorts
Content
- Customer care explained
- Significance of customer care
- Self-management
- Expectations
- Positivity
- Etiquette
This event is not being recorded
Event Speakers & Trainers
Jen has over 30 years’ experience in operations management and has led managers and their teams in various sectors including retail, hospitality, property management and the wellness industry. Jen is now a freelance trainer who shares her passion for developing people leaders by sharing her knowledge and skills with others to become stronger leaders who demonstrate their company values and move their businesses forward. Jen's ethos is 'high support, high challenge' and this shines through in her interactive training sessions, using her coaching skills to engage the room and ensure every delegate leaves with new knowledge, increased confidence and a personal action plan. More recently, Jen has increased her portfolio of clients by working with NHS Primary Care. Jen has completed the Institute of Leadership and Management Level 5 (Operations Management) and combines the theory of leadership development with her extensive experience to create and deliver both virtual and classroom-based training, webinars and web-based learning content.
Price List
|
Name |
Description |
Price (Inc VAT) |
|
All GPs and members of staff working within GP practices in Wessex LMCs’ catchment area |
This option is for everyone working in a GP practice in Wessex LMC's catchment area, that does not fit into one of the other options on offer. |
£100.00 |
|
Non Members |
This is the cost if you are not working in a practice in the Wessex LMCs' catchment area. | £200.00 |
Waiting List
Please be advised there are spaces available on this course unless it states otherwise. If a course is full you will be given the option to book on the waiting list. If you are on the waiting list and a place becomes available, you will be notified automatically via email, you do NOT need to contact Wessex LMCs.
Cancellations
Please note cancellations two weeks prior to the event will not be refundable, however you are very welcome to substitute another delegate to attend the course to prevent your practice missing out on the training. Any admissible cancellations will incur an administration fee of £15 if the event fee is £100 or over and £10 if the event fee is £99 or under.
Attendance Details
In certain circumstances, we will share details of attendance or non-attendance with the person who booked and/or funded this course for the delegate. If you have any objection to your attendance status being shared, please can you contact Louise Greenwood (Wessex LMCs Director of Education & Training) at least 48 hours before the start of the training at louise.greenwood@wessexlmcs.org.uk
Sponsorship
This event may be sponsored so companies have the opportunity to promote their product(s) at the start of the meeting. No sponsors have been involved in the selection of speakers, agenda items, or any other matters relating to this training. Your name and practice will be shared with the sponsor representative, but not your email address.
