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Course length
1 day
Course overview
This course is designed for NHS staff who work in GP surgeries. Participants
will review their current level of customer service and be introduced
to some new ways of working to enhance patients' experience of their surgery.
Who should attend
Anyone who works in a GP surgery
Maximum 14 participants
Learning outcomes
By the end of the course delegates will be able to:
• Review their strengths in terms of the service they provide
• Develop and maintain a professional customer service
• Communicate effectively with all customers, by telephone, email
and face-to-face
• Deal with difficult customers
• Develop a team approach to customer service
• Devise a customer service action plan
Training style
This course combines trainer input with practical exercises, personal
reflection, group discussion and some short role-plays. All participants
will work on a personal action plan throughout the course.
Course materials
Handouts and worksheets are provided to each participant to support topics
covered on the workshop. Certificates of attendance will be presented
to each participant after training has been completed
Course contents
Introduction
Course and personal objectives
The patients' point of view
What do our patients expect from us?
What currently works and why?
Where could our service be better?
Confidentiality
Confidentiality and information governance
What are the guidelines?
What do they mean in practice?
The patient service chain
How well do we work as a team when dealing with patients?
Communicating positively
Dealing with patients on the telephone and face-to-face
Agreeing a team approach to handling calls
Dealing with difficult customers
Understanding the customer's problem
Showing the customer that you are listening to them
Making the customer feel valued
Saying 'no' positively
Handling difficult situations assertively
Prioritising customer needs
Individual and team action plan
Course evaluations and close
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