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.

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

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Workshop Programme

Introduction, Objectives, Why are we here?
Key Characteristics of Excellent Customer Service

  • First Impressions
  • Last Impressions
Communications

  • Face-to-face engagement
  • Virtual communications
  • Telephone engagement
  • 3 V’s of communication
  • Non-verbal communication
Listening for Success

  • Active listening
  • Open vs. closed questions
Managing difficult conversations

  • Managing difficult conversations
  • Conflict resolution – how to handle an aggressive patient
  • Escalating conflict – recognising the signs
  • Complaints handling & management of challenging patients
Introduction to Signposting

We will look at why Signposting is now a recognised tool to meet demand on GP time and how it can increase access. Discussion will explore the benefits, risks and limits of the approach.

  • Skills and confidence to deliver signposting
  • Understanding what signposting is for
  • Benefits to patients
  • Benefits to the practice
  • Using protocols
  • How to handle emergency situations
  • What advice/appointment should you offer a patient with chest pain/a suicidal patient, etc?
Infection Control
Q&As
Close
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Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email enquiries@pma-uk.org

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

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