Signposting and Prioritisation Skills For Non-Clinicians v1.30 (E-learning Programme)

In todays complex primary care setting, GP receptionists are now being asked to enquire why callers are requesting to see or speak to a clinician, in order to ensure that whatever appointment or access is needed, is with the right provider in the right place and at the right time. In many cases (sometimes up to a third of cases)  callers may not even need to see or speak to a clinician, but this can only be ascertained if the Receptionist gains the trust and the confidence of the caller. This programme looks at the communication and customer service skills require to engage with each caller to gain sufficient information to support the receptionist in being able to sign post to the right provider and to also help prioritise those patients who may require more urgent attention.

Even with the best communication skills however, many receptionists are dealing with what may be considered a ‘difficult’ call. The programme therefore also looks at how to recognise difficult callers and what strategies could be used to manage these calls.

Whether the receptionist is new to this type of work, or they have been doing it for decades, the programme includes ‘back to basics’ to ensure staff are working to a consistent and high standard of telephone skills.