Customer Service Training
Righttrack Consultancy delivers bespoke customer service training solutions to help your team achieve:
Increased customer satisfaction
Improved customer relationships and loyalty
Reduction in complaints
Managing Patient Relationships
Reduce conflict, complaints
and stress
1.5 Day In-company Programme for GP Practices
Overview
This programme support GP practices that want to take proactive steps to develop better relationships with patients and to reduce complaints.
It uses an approach which is the product of over 20 successful years in designing interpersonal skills and customer service interventions.
The approach has been created to ensure that it wins the buy-in of all your team. It seeks to engage everyone, from novices to the most experienced and capable of your staff. The programme workshops enable your team to develop new ways of working that consistently please patients and win praise.
The project is implemented as two workshops, one of half-day duration, one a full day. The workshops are held within two weeks of one another at the practice or a nearby meeting place. In the first workshop, the specialist facilitator conducts a critically important exploratory session to analyse the “customer journey” and win the confidence and respect of the practice team. The second workshop leads on to explore and acquire understanding and skills that will enable them to embrace new ways of working.
Who Should Attend?
The programme is ideal for those who have face-to-face and telephone contact with patients in a GP practice.
From the beginning, we focus on supporting and facilitating the changes you can implement to enhance patient relationships. Some GP practices have upwards of a dozen positive recommendations on the NHS Choices user ratings website; we aim to ensure that more are added to the listing for your practice. Read more about the NHS Choices user ratings website.
The outcomes of the project will be:
To win regular praise and commendations from patients
Provide a consistently responsive and flexible approach to patients
Able to make patients feel welcomed, safe and not afraid of being ‘shouted at’
Able to generate productive and cooperative relationships with patients
Enable practice staff to say ‘No’ in a way that is not interpreted as being strict or authoritarian
Understand that saying ‘sorry’ does not imply that the practice has done something wrong
Have the ability to deal assertively with situations that require it and
bounce back from difficult encounters
To cooperate well and work as a team and not to talk angrily about patients to one another
Download PDF programme outline
Contact Righttrack to discuss your specific requirements