Excellent Customer Care
Provider: Striding Edge Consultancy
Hosted by: Jacki Piper
Lesson Overview:
Patient experience training for primary care is designed to help develop the everyday communication skills that build trust, confidence and positive patient experiences across primary care.
Every interaction shapes how patients feel about their practice. Whether answering the telephone, welcoming someone at reception, responding to concerns or supporting patients through moments of uncertainty, the quality of communication has a lasting impact on patient experience, team confidence and the reputation of the organisation.
Our Excellent Customer Care Training for Primary Care provides practical, evidence-informed communication skills that help staff communicate with empathy, professionalism and consistency. Delegates leave with greater confidence to build rapport, manage expectations and create positive experiences throughout every patient interaction.
Who is training for:
This programme is designed for anyone who communicates directly with patients, service users, relatives or members of the public and wishes to improve customer care, communication and patient experience.
- Receptionists
- Care Navigators
- Medical Reception Managers
- Reception Supervisors
- Practice Administrators
- Care Coordinators
- Anyone responsible for delivering patient-facing services
The course is particularly valuable for organisations wishing to improve patient satisfaction, strengthen communication skills and support staff in delivering consistently high standards of customer care.
Learning Outcomes:
By the end of the session the delegate will be able to:
- Understand what creates an outstanding patient experience within primary care.
- Develop communication skills that build rapport, trust and confidence.
- Recognise how first impressions influence patient satisfaction and organisational reputation.
- Explore empathy, active listening and compassionate communication techniques.
- Develop confidence when managing patient expectations professionally and respectfully.
- Understand the importance of consistency across the whole practice team.
- Recognise the influence that every member of the practice has on patient experience.
- Identify practical approaches that improve communication while supporting staff wellbeing.
Select Dorset Training hub when registering
Use password: Dorset2026
