➡️Introduction

During the workshop participants have an opportunity to explore aspects of  communication related to triage and signposting and identify best practice for responding to their patients.

LEARNING OUTCOMES:

At the end of the workshop, you will:
• Be able to apply appropriate communication skills when triaging or introducing signposting
• Understand the importance of active listening and questioning
• Have increased confidence and sensitivity in determining patient need both on the telephone and face to face
• Understand more about patient expectations and how to manage these
• Have discussed situations faced and have strategies to deal with them in future with more confidence
• Have gained an understanding of the structure of a signposting conversation and appreciate the importance of patient care at each
stage of the conversation
• Have received tools and techniques to help respond to inappropriate behaviours and achieve a win-win outcome with your most challenging
patients
• Have considered your role in working as part of a pro-active and excellent team.

Suitable for: Frontline reception / Care Navigation staff.

💷Fees

Members £60

Non Members £105