Sign-Posting, Prioritisation and Telephone Customer Care Skills For Non Clinical Staff
3.5 Hour In-House Course
The role of the Receptionist or ‘Care Navigator’ is key to the smooth running of your surgery or service. As the first point of contact, Receptionists are often responsible for the workload of others and for re-directing the caller to the appropriate point of access. It has been found that up to a third of calls that come into a surgery can be managed safely by the Receptionist and do not need to be dealt with by clinical staff.
Our training is designed to show the Receptionist how important their initial probing is and how it affects the demand that is created. By carrying out the right level of enquiry and using the best ‘customer care’ skills, the Receptionist should be able to sign post effectively. Also where necessary, they should be able to help the clinical team by correctly prioritising those patients that still require contact by a clinician, whether face-to-face or via the phone.
This 3.5 hour course will raise awareness within the non clinical team of how their role effects the workload of the clinical team and how they directly impact the appointment system. We will teach them that their role is not simply an ‘appointment giver’ but plays a much more critial part. The course highlights the communication and customer care skills that are required to engage quickly with the caller and to gain the caller’s cooperation and confidence to achieve better compliance when carrying out a preliminary investigation.
Following their initial probing, we will discuss the significance of ensuring calls are signposted or referred on accordingly to the best provider (i.e. that only calls appropriate for a telephone triage or consultation are allocated to the clinical call back queue, or that the appropriate clinician is dealing with the patient face-to-face.) In many cases, staff may be able to signpost outside the practice e.g. Pharmacy First schemes of Minor Injury Units for trauma cases. We are also able to offer prioritisation protocols and advice on “Management of Emergencies’. The Primary Care Foundation have highlighted how this is an area of significant concern amongst non clinical staff, relying on common sense rather than formal protocols for patients in need of an emergency response.
Throughout the training, we use a variety of challenging and interactive techniques and exercises to consolidate the teaching principles. However, we have found that ‘role play’ within this staff group is often poorly received and even feared, so we don’t use this method within our training.
Whatever your needs, our in-house Sign-Posting, Prioritisation and Telephone Customer Care Skills For Non Clinical Staff training course offers an opportunity to develop a bespoke training session, designed around your own specifications or the role of your non clinical staff.