Online Training for GP Receptionists:
Signposting, Prioritisation and Telephone Communication
What is covered by the online training programme
Our online GP receptionist training gives non-clinical staff the communication skills to probe, signpost and prioritise.
Developing communication skills
Our training programme will give receptionists and other non-clinical staff the ability and skills they need to communicate effectively on the phone. This will involve building rapport, trust and confidence, linked with an ability to sympathise and understand the context for the patient.
Delegates will learn to use these communication skills to ensure callers are satisfied with the solution they offer, to arrive at a mutually agreeable outcome. This may include signposting outside the service or a non-clinical member of staff managing the patient's request.
Delivering excellent customer care
Good customer care skills are increasingly recognised as being of critical importance amongst GP receptionists and all patient-facing staff, especially when it comes to dealing with difficult or demanding callers.
During the training, delegates will learn how to communicate effectively, how to provide excellent customer service, and how to deal with difficult, demanding, or frequent patients.
Learning outcomes of this online course
- Understand the importance of ‘probing’
- Understand what signposting really means and how to help prioritise
- Understand the differences between face-to-face and telephone communication
- Understand what is needed for effective communication over the phone
- How to identify and overcome some of the barriers to communication
- Understand what active listening is and what this can achieve
- Learn how to identify different behaviours and how to manage them
- Understand best practice in a call process
- How to manage an emergency
