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This workshop highlights the importance of growing and using emotional intelligence (EI) when dealing with patients. We examine the components of EI and how this affects how we engage and deal with patients who are often emotional – upset, shocked or angry. Aiming to achieve excellence in customer care and making sure we don’t forget empathy as one of our most important communication tools. How to deal with bereaved patients and what is good to say and what is not. We round off the session looking how to deal well with complainants at the front desk and the advice from the Scottish Ombudsman.

‘You never get a chance to make a first impression” – and this shapes most of our interactions with patients. What does my body language and demeanour say to patients, it is professional and caring? What is the worst expression to greet you at reception – have we ever done this? The do’s and don’ts of excellence in customer care. Most of our contacts with patients come via the telephone – does body language really matter on the phone? How am I with my ‘heart-sink’ patients and am I fuelling this? The golden rules of good telephone call handling and using I.C.E. beneath the surface. Tips and skills for dealing with angry callers and remaining professional.

A practical half day session which is invaluable for all staff, especially clinical coders, summarisers and medical secretaries. Examining the origins of medical terminology, the rules and building blocks of medical words. See how much you know already, learn to use context as well as medical translation. Decipher a discharge letter, A & E record and a patient history using the fabulous tools which each delegate will get for their own personal use and to use in the practice. This training also includes a section on abbreviations – common pharmaceutical and medical abbreviations which are a second language in the practice. Giving staff a holistic approach to their work in a very enjoyable and knowledgeable afternoon session.

This workshop provides a timely reminder to all staff about the core values of the NHS – treating everyone with dignity and respect and how this translates into our everyday work. What does it mean, practically? We examine the principles of confidentiality in healthcare and where the new GDPR regulations fit into this in a busy general practice. The workshop teaches an innovative risk assessment tool and applies it to our work – what is the risk of us breaching confidentiality? Is unauthorised access to patient information a real risk?