Course Overview
This workshop aims to support staff who regularly contact patients by telephone as part of their role. It will focus on specific key skills for effective telephone communication with patients.
The facilitators will offer an opportunity to build on existing skills and knowledge and will enable participation and learning with interactive exercises and demonstrations.
Learning Outcomes
- Recognise the challenges of contacting patients by telephone.
- Explore key communication skills for conveying difficult information (e.g. cancelled appointment, active listening and supporting).
- Discuss strategies for managing confidentiality, cancelling/changing appointments, and responding to emotional reactions and questions.
- Apply R.I.N.G. - as a structure for contacting patients by telephone.
Target Audience
Front-line health and social care staff, booking clerks, medical secretaries, ward/clinic staff, pharmacy staff, receptionists, etc.
Course Duration
1 half-day session.
Course Requirements
A desktop computer or laptop with the following:
- Web camera
- Speakers
- Microphone
Alternatively, participants can use a tablet. Mobile phones are not permitted as they do not provide the same functionality enabling participants to interact with the course effectively.
Due to this being an interactive course, if you do not have a device with a web camera, speakers and microphone, you will not be able to attend.
Please download the Zoom app rather than joining the call via a web browser as the app provides more functionality and a far more stable connection. You may need to speak to your IT department to assist and allow for the app to be installed.
In this workshop we will be discussing our professional experiences and confidentiality will be paramount. Participants must be in a private space, free from interruption and where they cannot be overheard.
Course Sales
This course is free to any organisation in England that is part of the NC1 contract.
For any person or organisation outside of the NC1 contract interested in accessing any of our courses from the UK or Internationally, please contact the Academy to enquire about availability and course cost.
Further Information
If you have any questions, please email petctacademy@christie.nhs.uk
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