Communications & Customer Service Workshop (2 day course)

//Communications & Customer Service Workshop (2 day course)

That each delegate achieves a level of self awareness so that their behaviour, thinking and service can be adapted to differing situations, ensuring a consistently excellent patient journey. The delegate will gain the skills to complete a customer service improvement plan (competence), at work, following attendance at this workshop.

DOCTORS NURSES RECEPTIONISTS ADMINISTRATORS MANGERS

Overview

The programme enables understanding and learning in the following areas:

DAY ONE

  • Introduction to NHS and GP practice
  • The impact of individual status on communication
  • Values and prejudices and their effect on communication in challenging situations
  • Important factors in developing appropriate and facilitative communication with patients, their families and professionals
  • The receptionist’s extended role as curator of information relating to local services
  • Actor scenarios relating to mental health patients and their families

DAY TWO

  • Eight stages of customer service success
  • Gaining trust and building rapport
  • Face to face service and attitudes of staff
  • Effective telephone communication
  • Proper use of the SBARC handover tool
  • Making every interaction “patient centred”
  • Actor scenarios dealing with everyday patient interactions

Aims

That each delegate achieves a level of self-awareness so their behaviour, thinking and service can be adapted to differing situations ensuring a consistently excellent patient journey. The delegate will attain the skills to work towards completing a customer service competence in the work place within an agreed timeframe following attendance at this workshop. Information relating to clear questioning and listening to enable the delegate to sort and signpost patients and relatives to appropriate services will also be included. The role of curator of information relating to local services will be discussed

Premise

Good customer care is becoming increasingly important in modern health care. This course will cover many issues in relation to customer service in a creative and interactive way. Attendees will learn about communication skills and the course will aid in enabling them to recognise and adapt their own behaviour patterns should this be necessary.

Outcomes

By the end of this 2-day training course, participants will be equipped to:

  • Understand the structure of the NHS and where GP practice fits in.
  • Recognise the impact of individual status on communication.
  • Develop a deeper understanding of the delegates’ values and prejudices and their effect on communication in challenging situations.
  • Learn the important factors in developing appropriate and facilitative communication with patients, their families and professionals.
  • Understand the receptionist’s extended role as curator of information relating to local services.
  • Direct an actor workshop relating to all patients including mental health patients and their families.
  • List the eight stages of success in customer service
  • Understand a communication model
  • Recognise the importance of flexible behaviour
  • Learn excellent listening and questioning skills
  • Identify the importance of team work
  • Recognise and effectively use a communication tool when handing over to clients and colleagues
  • Be ready to complete a skills competence within the workplace
  • Direct an actor workshop relating to customer service in GP practice.

Course Agenda

Day 1- Introductions & Registration

  • Ice breaker
  • Status game
  • NHS quiz
  • Understanding our values exercise

Coffee

  • A communication model
  • Further communication exercises
  • Managing stressful situations and resilience techniques

Lunch

  • Actor workshop: Managing patients with mental health conditions

Close

 

Day 2- Introductions & Registration

  • Ice breaker
  • Q&A relating to previous day’s training
  • Eight stages of customer service success
  • Gaining trust and building rapport

Coffee

  • Face to face service and the impact of employee “attitudes”
  • Telephone communication
  • Listening / questioning skills
  • Information relating to local services

Lunch

  • Actor workshop: Customer service scenarios

Evaluation & Close

2019-11-19T14:31:44+00:00