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DTSTART;TZID=Europe/London:20261110T093000
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UID:10001671-1794303000-1794312000@glosprimarycare.co.uk
SUMMARY:Managing Challenging Conversations
DESCRIPTION:When: Tuesday 10th November\, 09:30-12:00 (Registration opens from 09:00) \nCost: Free \nWhere: The Lounge\, Dowty Sports & Social Club\, Down Hatherley Lane\, Gloucester GL2 9QH \nAbout the workshop: Gives practical\, realistic understanding of what drives conflict and why difficult behaviours can arise in a pressured healthcare environment. We explore the CHIMP model\, emotional triggers and the patterns that tend to escalate situations. Using simple\, structured tools\, participants learn how to communicate clearly\, maintain professionalism and support patients through challenging moments without absorbing all the emotion themselves. \nShould you have any queries regarding this workshop please contact glicb.pcwc@nhs.net
URL:https://glosprimarycare.co.uk/cpd-training-events/managing-challenging-conversations-4
LOCATION:Dowty Sports & Social Club
ATTACH;FMTTYPE=image/png:https://glosprimarycare.co.uk/wp-content/uploads/2026/03/image-3.png
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DTSTART;TZID=Europe/London:20261110T130000
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UID:10001672-1794315600-1794324600@glosprimarycare.co.uk
SUMMARY:Positive Care Navigation Conversations
DESCRIPTION:When: Tuesday 10th November\, 13:00-15:30 (Registration will open from 12:30) \nWhere: The Lounge\, Dowty Sports & Social Club\, Down Hatherley Lane\, Gloucester GL2 9QH \nCost: Free \nAbout the workshop: Positive Care Navigation Conversations gives reception and admin teams a practical\, down‑to‑earth understanding of how their role supports safe\, effective patient access in a busy practice. This is a practical workshop focused on how we present care options clearly and positively\, helping patients understand and accept the most appropriate route of care. \nWe explore how care navigation has evolved in modern General Practice and why the way options are framed matters just as much as the options themselves. By focusing on confident communication\, clear explanations and well‑presented choices\, the workshop helps teams guide patients to the right care more quickly and safely. This turns care navigation from something people “try their best with” into a structured\, reliable communication skill that can be applied every day. \nBy the end of the workshop participants will: \n\nUnderstand how effective signposting supports patient safety\, access and clinical capacity\nRecognise how tone\, language and consistency influence patient acceptance and trust.\nUnderstand how the way care options are framed can positively influence patient understanding and acceptance of the most appropriate route of care.\nLearn practical techniques for welcoming patients\, asking effective questions and presenting options clearly.\nBuild confidence in handling pushback and guiding patients to the most appropriate service.\nLeave with a clear\, repeatable approach they can apply immediately in calls and face‑to‑face interactions.\n\nBenefits: \n\nGets patients to the right care\, first time — reducing unnecessary GP appointments.\nBuilds confident\, consistent signposting across reception and admin teams. Improves patient experience at first contact while protecting practice capacity.\n\nShould you have any queries regarding this workshop please contact glicb.pcwc@nhs.net
URL:https://glosprimarycare.co.uk/cpd-training-events/positive-care-navigation-conversations-3
LOCATION:Dowty Sports & Social Club
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