Patient Services Training
8th September 2022 9.15-12.15
Online
The NHSE&I-funded primary care H&W pilot is offering the following training, suitable for all new and experienced staff in wider primary care who have a service user/patient-facing role.
Objectives:
- To re-energise staff working in a demanding and challenging environment
- To focus on what creates a positive response in patients
- To support service user/patient-facing staff in developing effective communication and service skills
- To enhance skills for defusing situations with dissatisfied service user/patients
- To benefit from sharing good practice with other staff
Content:
- Moments of impact when interacting with others
- Using our tone, verbal, and non-verbal communication to influence a positive response
- Asking appropriate, well phrased questions and actively/empathically listening to service users/patients
- Looking at how we can focus on what we can do rather than concentrating on what we can’t do
- Dealing with the behaviours of ‘difficult’ and demanding service users/patients
For further details click here