Time & Location
About The Event
Setting the scene – overview of increased demand for GP services
What has this meant for your practice?
Has demand outstripped our capacity to deliver? How do we know?
Can we keep doing the same or is it time to change?
The Communication Model
Before we can signpost the patient we need to understand how we communicate with
others. How can we signpost if we cant establish a relationship with them – are we just
seen as the ‘nosy receptionist’? This module uses unique techniques and a recognized
communication model to look at how we gather information when we are dealing with
patients and the impact of semiotics in this process. We will examine the skills
necessary to become an open, non-judgmental, patient-centred communicator – even
when time is short.
Getting to the point
Building on the skills gained in module one, we examine the impact of the telephone
on the communication process and the golden rules for telephone call handling. Using
our time wisely. Using the ‘ICE’ (Calgary-Cambridge communication skills) model to
understand what is going on beneath the surface. In this module we go on to examine
the difficulties in communication via the telephone - analysing the “verbal handshake
and ‘parking’ as techniques for good telephone handling in the practice. We get to see
a receptionist dealing with a patient via the telephone and diagnose how well they did
at getting to the underlying problems in a short space of time.
S h o r t b r e a k
Signposting decision making
What exactly is signposting and how does it work? Is this just a fancy name for triage?
Weighing up the information you have gathered. Skills for telephone signposting – “the
right patient to the right service at the right time”. What are the decisions the
receptionist needs to make? If we don’t offer an appointment, where can we signpost
the patient instead? How do we know what is really an emergency, same day or routine
request? Are we happy with red flags?
We will bring together all the skills utilized in this master-class and also examine a
range of workable templates/ algorithms to aid appointment signposting and look at
the usefulness of a practice policy for telephone decision making at the reception
REFLECTED LEARNING – Feedback and what have you learned today?