Wed, 12 Oct

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The PCS Building

Effective Telephone Communication

This 3-hour workshop for GP receptionists aims to improve both skills and confidence when using the telephone. To equip delegates with strategies for efficiently but courteously obtaining information from the patient so that the patient’s needs can be matched to the most appropriate service.

Time & Location

12 Oct, 13:30 BST – 13 Oct, 16:30 BST

The PCS Building, 160 Falcon Rd, London SW11 2LN, UK

About the Event

Content

  • Advantages / Disadvantages of telephone communication.
  • Good telephone technique
  • Obtaining information from the patient
  • How do you feel about asking a patient why they need an appointment?
  • Reasons why you may need to
  • Questioning technique
  • Active listening skills
  • Controlling the call
  • Taking messages
  • Emergency calls
  • Confidentiality issues
  • Case studies

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