Understand How to Provide a Great Service for your Patients

Education & Events

Understand How to Provide a Great Service for your Patients

Event Summary

During times of limited resources and increasing patient expectations, frontline staff, as the first point of contact, play a crucial role as the friendly interface between practice and patients, enabling the patient journey to be as supportive, effective and stress free as possible

Wednesday, 21 February
13:00 - 16:30
Zoom Online Event

Main Contact

Lead Team
+442382122912
This training course is accessible for wheelchair users.
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.

Event Speakers & Trainers

Mrs Gabby Prowse
Mrs Gabby Prowse
Speaker & Trainer
This training will be run over Zoom. To participate you will need to install Zoom on your device, and ensure it is has a microphone, speaker, and camera. Please Note: Some trainers will no longer allow you to stay on the call if you do not have your camera operating.

Log into Zoom 12:45 session runs 13:00 to 16:30 

To participate you will need a device capable of running Zoom, that also has a microphone and speaker, a camera is beneficial but not essential.

Introduction 

During times of limited resources and increasing patient expectations, frontline staff, as the first point of contact, play a crucial role as the friendly interface between practice and patients, enabling the patient journey to be as supportive, effective and stress free as possible

Aims 

This workshop will equip staff with tools to increase their confidence and ability to understand and appreciate the importance of their evolving role in the practice, to know what is expected of the post and provide skills to help with the following:

  • Understand why providing a great patient service is vital
  • How to manage patient expectations when resources are limited
  • Increase their confidence and skills to handling patient queries and take ownership of the patient journey
  • Practical skills around how to deliver a difficult message
  • Build positive relationships and handle more challenging situations, with angry or simply frustrated and upset patients.
  • Overcoming barriers, building rapport and trust
  • Communicate clearly and effectively. Understand how communication works - Active listening & body language
  • Learn basic resilience and selfcare techniques
  • Effectively engaging with those with additional communication challenges

Please note this session will NOT be recorded

Event Speakers & Trainers

Mrs Gabby Prowse
Mrs Gabby Prowse
Trainer

Working independently as a facilitator, trainer, and consultant for over 25 years, with considerable experience in staff training & development from leadership to well-being, Gabby has a depth of experience in General Practice and has designed and delivered many successful workshops throughout the UK to non-clinical healthcare staff.

Professional experience has included being a Practice Manager and Business Manager in general practice and secondary education. In addition to becoming a certified TetraMap profiling and team-building facilitator with a background in management and training, Gabby also uses Mindful Self Compassion (MSC) techniques in her work.

Workshops cover subjects such as conflict management, communication and listening skills, having difficult conversations, succeeding with difficult people and assertiveness.

Having supported Practice Managers and their teams for many years, Gabby has seen what works and what doesn’t.

Price List

Name

Description

Price (Inc VAT)

All GPs and members of staff working within GP practices in the Wessex LMCs’ catchment area

This option is for everyone working in a Practice in the Wessex LMC catchment area that does not fit into one of the other options on offer.

£55.00

Non Members

This is the cost if you are not working in a Practice in the Wessex LMCs catchment area. £110.00

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 you do NOT need to contact Wessex LMCs. 

Refunds

All delegate fees are non-refundable, however, if it has been agreed that a refund is possible, it will be subject to an administration charge of £5 for fees of £100 or less, or £10 for fees more than £100.

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 (Director of Education & Training, Wessex LMCs) at least 48 hours before the start of the training on louise.greenwood@wessexlmcs.org.uk

Pharmaceutical Sponsorship

This event may be sponsored by pharmaceutical company/ies having the opportunity for promotional product presentation at the start of the meeting. No pharmaceutical companies 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 Rep but not your email address

 

Further Dates

No Further Dates.