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Course length
1 day
Course overview
This course is designed for NHS staff who work in GP surgeries and need
to communicate in a confident and professional manner on the telephone.
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:
• Present a professional image of themselves and their surgery
• Communicate confidently and handle calls with courtesy, efficiency
and enthusiasm
• Demonstrate good listening skills
• Work within confidentiality guidelines
• Manage difficult and aggressive calls
• Keep accurate records of calls
• Close calls by summarising the key points/ action agreed
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
Welcome and Introductions
Your telephone skills
Identifying strengths and weaknesses when dealing with calls
The patient experience
The patient service "chain"
How to handle patient expectations
Why is patient service important?
How good is your telephone
service?
Review of the way calls are handled at your surgery
How to measure the effectiveness of calls
How could things be improved?
Confidentiality
Confidentiality and Information Governance
What are the guidelines?
What do they mean in practice?
Following good practice
Dealing with calls in a consistent way
Developing or using a call/request logging system
Making the most of your telephone features
Handling transfers efficiently
Communication skills
How to pick out relevant information from callers
Effective note-taking
Developing an appropriate telephone manner
Using your tone of voice to put your point across
Checking that telephone communication has been successful.
Dealing with complaints
Resolving complaints and problems
Managing demanding customers in a positive way
Dealing with telephone rage
Taking an assertive approach
Action planning
Course evaluations and close
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020 8658 6994 | Email admin@alphatraining.com
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