Dealing with Front Line Complaints & Customer Care Training

Topics covered:

How we communicate at the desk

What is expected from reception? – by patients and by the practice

The changing role of reception

How are first impressions formed?

The message we give before we say anything – my style and effect on others

Why do patients complain?

Group work – topics and issues

Top complaints in general practice – the research

Fire fighting at the earliest point can make all the difference

Knowing what is expected of you

Don’t forget we are dealing with patients!

Skills in dealing with complainants

Uncovering your reaction to anger – is it a help or a hinder?

Active listening – showing willingness, patient centred approach

Things which are good to say – and things which are not

Taking ownership and not passing the buck!

Practicalities and Protocol

What is our process for dealing with complainants at the desk

What about time? What about the queue?

What can I do I’m just the receptionist?