“Want to improve your practice reputation and NHS Choices ratings?”


Effective Customer Service

Standing as the front line of the NHS, the quality of customer service in primary care is both under pressure and also under scrutiny. The relationships and interactions between practice staff and patients are the bedrock of a robust and progressive customer service approach and it may surprise you that, with a fairly modest effort, really positive impact can be achieved - improving patient satisfaction, practice reputation and staff morale into the bargain.

This interactive workshop will explore some of the challenges, both situational and behavioural, that confront us every day and explore tools and techniques which you can use to enhance the patient experience (and your own) and drive up the quality of your customer service.  

Key Learning Objectives

  • Understanding the 'difficult patient' and their motivation 
  • Explore a range of options, techniques and tactics for dealing positively with challenging behaviour
  • How to head them off at the pass - preventing poor situations developing or escalating 
  • Understand how the team can make a positive difference
  • Develop 5 improvement goals for your practice

This half day workshop will give you a number of positive steps you can take back and implement at your practice to make an immediate difference in the quality of your customer service.

Half Day Course - Maximum 12 Delegates

Course Content Outline

  • The definition of excellence in customer service
  • High quality conversations set the tone - first impressions count 
  • Using empathy in difficult patient conversations 
  • Managing challenging behaviour and situations
  • Effective teamwork improves morale and creates a positive environment 
  • Group exercises - practice what we preach!
  • Back at the ranch - a practice checklist

Our courses come with full follow up support by phone and email for all attendees for up to 12 months after the session.

To find out more about this course, CCG funding opportunities or to reserve a place please contact us:

“Gave me the confidence to put the lessons learned into practice back at our surgery”

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