Online training for GP Receptionists: Signposting, Prioritisation and Telephone Communication
Provider: Telelearning
Lesson Aim: The aim of this session is to provide delegates with the skills and understanding required to probe, sign post and prioritise by communicating effectively; to deliver excellent customer care and to provide information on how to deal with those patients who can be difficult, demanding or frequent service users.
Who is training for: All non-clinical staff working in Primary Care (e.g. GP Receptionists or administration staff covering the phone systems)
Learning Outcomes:
By the end of the session the delegate will be able to:
- Learn how to communicate effectively
- How to provide excellent customer service
- How to deal with difficult, demanding, or frequent patients.
Signposting, Prioritisation and Telephone Communication Training Programme:
- Telephone interactions – the purpose of probing
- What signposting really means and why it is an important part of the work of a doctor’s receptionist
- The benefits and risks of working on the phone
- The differences between face-to-face and telephone communications
- The importance of good communication skills
- How to overcome barriers to communication
- Understand what is really meant by active listening
- What makes someone a difficult caller?
- How do you manage difficult callers?
- Good practice when taking a call
- The importance of prioritisation and signposting skills (including managing emergencies where requested)
- Summary and closure.
How is the training delivered?
This remote-learning course is as interactive as the classroom-based session, with lots of audience participation and open discussion. All you will need to participate in the online training course is access to the Zoom platform on your device and an email address. Telelearning provides the training materials necessary for the day via email before the event, as well as the log in information. The training day runs from 1.30 pm (registration at 1.15 pm) to 5pm and following the event, we will send you an attendance certificate for CPD purposes (3.5 hours CPD).