Customer service and managing conflict

  • LEAD event

Learn about the underlying reasons why conflict may arise, how to deescalate it and bring it to a satisfactory conclusion.

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Target audience:GP Practice Staff
Delivery mode:Online
  • £95 per delegate (inclusive of VAT) for attendees from Londonwide practices.
  • £120 per delegate (inclusive of VAT) for attendees from practices from other areas
Overview:This web workshop been developed to support receptionists and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to help manage challenging conflict situations. The web workshop will help you create a vision of exceptional customer service and will also help you to manage conflicts that arise in General 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 practices life and will consider and reflect on ways to manage this.

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

Learning outcomes:By the end of the workshop delegates will be able to:

  • Understand why we need to listen, respond and act on complaints
  • Be clear about the NHS Complaints Process and their responsibilities
  • Understand the main areas of complaints in practices
  • Appreciate the processes that practices can implement to address issues that arise
  • Define standards to deliver high quality service to avoid complaints
  • Enhance their customer care skills through assertiveness
  • Appreciate how difficult conversations can escalate and be managed
  • Recognise barriers to good communication
  • See the importance of excellent internal communication and the positive effect this has on service delivery
  • Enhance awareness of their response to different conflict situations and personality types and the effect this can have when dealing with challenging situations
  • Manage and understand the expectations, feelings, fears and needs of the patients
  • Exhibit more confidence, motivation and control when dealing with challenging situations and conflict.

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

Practice requirements:All practices who wish to send staff to attend the session should:

  • Commit to allowing the staff member time to attend the training course.
  • Ensure that robust protocols are developed and agreed by both clinical and non-clinical members of the team, which clearly identifies the responsibilities of each and when it is necessary for the non-clinical member staff member to escalate up to the clinical staff member.
Format:Interactive, including practical exercises that will require the attendees to think about a situation that they have previously encountered and to think about how they dealt with it and what they would do differently.
Facilitator:Dr Sarah Kay: Sarah is a portfolio General Practitioner based in West Dorset. She currently works as a Locum GP and GP Appraiser, GP Clinical Lead for Patient Safety for NHS Dorset, and Medical Examiner, as well as Clinical Faculty for the Primary Care Transformation Team at NHSE. She has an in-depth understanding of the NHS Primary Care sector and wider NHS organisations and is keen to support other primary care roles through education.