Effective Telephone Contact (R.I.N.G)

Overview

The onset of the COVID19 pandemic has brought to the fore the challenges of working over the telephone, or with new online technologies with our patients. This workshop has been developed to support all staff in this new way of working and to refresh knowledge and key skills for effective communication over the telephone/online media with patients. The workshop will look to develop confidence around existing skills and may offer new skills to add to your toolkit.

Key Topics

• Planning and preparing for telephone communication
• Challenges of listening and responding without visual cues
• Building a positive relationship and outcomes on the telephone
• Key skills and principles for effective, patient-centred conversations over the telephone or online

Content

• Discuss the relationship between communication, patient experience and clinical safety
• Reflect on the specific challenges faced by health care professionals in offering a patient-centred approach and ensuring safety via the telephone
• Describe key considerations in planning and preparing for telephone communication
• Refresh key skills and principles for effective, patient-centred conversations
• Explore how existing communication skills can be adapted and developed to maximise both the efficiency of the conversation and the patient experience

Learning Methods

The workshop will be facilitated online to enable full participation through discussion & interactive exercises.

The presentation will support key messages and different learning styles.

Suitable for

Staff managing conversations with patients on the telephone and other channels.

Further Information

If you have any questions, please email petctacademy@christie.nhs.uk

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