Telephone Signposting Skills

Date20 February 2018
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based
LocationAberdeen
RCGP Accredited

£70.00

£80.00

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Whilst we endeavour to provide a 'gold standard' service to all course participants, if you are registering less than 72 hours before the start of the event, you should be aware that some materials may not be readily available on the day and we may contact you with regards to catering arrangements.

This is a one day essential training session for all GP receptionists aiming to support signposting in the practice.

We examine why the need for change in how we offer access is growing and how we won't meet demand if we don't change. We uncover the skills in good telephone call handling, and dealing with angry callers. We discover unique tips and skills to establish rapport with the patient – we can't gather the necessary information for signposting (or message taking) if the patient refuses to engage with us.

We then examine the decisions we make when we aim to signpost:

  • What is urgent?
  • Where else can we direct patients?
  • What choices do we have?

The session will examine generic decision support tools which other areas have developed and how useful they could be to us.

The training will not be able to identify local arrangements or organisations to signpost patients to as that requires specific local knowledge (or a directory of local services) within the practice. However it will build the foundations necessary to support the receptionists embracing and utilising local information and build the confidence for signposting decision making.

VenueDoubleTree by Hilton Hotel, Aberdeen Treetops, 161 Springfield Road, Aberdeen , AB15 7AQ
Maximum capacity60
Email
Phone01224558042
ContactKirsty Findlay
Faculty/DepartmentNorth East Scotland Faculty

Course programme

Module 1: Demand & Impact

  • Why is demand increasing and what are the causes? What is the demand in your local area and how does this impact on your practice? Can you recognise problems in your practice from our interactive access checklist?
  • What are your patients saying about increased demand?

Module 2: Telephone Handling Skills

  • The communication process – the science of semiotics
  • Readiness for the call - does body language matter?
  • The golden handshake –The sources of noise
  • Active listening – what it is and how to get it
  • Good questioning  - Getting beneath the surface – using the ICE model
  • Dealing with difficult calls and angry callers

Module 3: 'I'm not telling you, you're just the receptionist"

  • How can we signpost if we can't establish a relationship with the patient – are we just seen as the 'nosy receptionist'? This module uses unique techniques to support how we gather information when we are dealing with patients and aims to establish rapport and trust with the patient. We will examine the skills necessary to become an open, non-judgmental, patient-centred communicator – even when time is short.

Module 4: Signposting and Decision Making

  • What is signposting?
  • "the right patient to the right service at the right time"
  • Gathering information – not making a diagnosis!
  • Using your expertise to offer appropriate solutions
  • What are the decisions the receptionist needs to make?
  • How do we know what is really an emergency, same day or routine request?
  • Does everyone need an appointment or have I other choices?
  • What if the patient wont give me information or insists on an appointment?
  • What is a 'red-flag' and what happens if I don’t know what to do?
  • Examination of a range of tools to support signposting

Facilities

  • Wi-fi
  • Refreshments
  • Parking
  • Accommodation
  • Lunch

Facilitator/Speakers

 Dr Val McGarrell 

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