|Target audience:||GP Practice Staff|
|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:|
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:|
|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.|