Introduction to General Practice – Module One: Customer Service and Care

This web workshop is part of a wider programme to provide an introduction to new frontline staff or those working in general practice to develop their skills and confidence to provide excellence in customer service to better manage disputes and to help manage challenging conflict situations experienced in practice. We will consider how and why conflict may arise between staff members and the patients or their carers around access to services, treatments, and other aspects of practice life, and will consider and reflect on ways to manage this.

We will also look at how to handle complaints, signposting, emergency situations and the advice/next steps to take for patients with chest pains, who are suicidal, and infection control in General Practice.

The workshop will be interactive – delegates will be encouraged to share any challenges and conflicts they may have already encountered – our facilitator will also share their experiences from the GP practice. Participants will have an opportunity to practice their skills in conflict-resolution skills.

Slides handouts will be sent to delegates prior to this web workshop and certificates of attendance are awarded after the workshop.

Workshop Programme