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Improving Patient Experience

Workshop Agenda:

Session 1:

  • Introductions and objectives
  • The access and choice standards
  • The local experience and results
  • The patient expectation
  • Where can improvements be made?

Session 2:

  • Communication
  • Creating understanding with a diverse population
  • Face to face communication

Session 3:

  • Communicating using the telephone
  • Improving your system and protocols
  • Words and phrases to use

Session 4:

  • Elements of exceptional customer service
  • Dealing with challenging behaviour
  • Become more assertive
  • Planning improvements in your practice
  • Action planning

Workshop Objective

Practices need to measure patient feedback both through their own Patient Participation groups and to meet the requirements of CQC. This programme will help the team to focus on the outcomes of their patients experience survey and to look for ways to enhance their experience through high quality customer and clinical services. The course includes an action planning session to focus on implementing new ideas to improve the total patient experience.

By the end of this one day interactive workshop, delegates will understand the importance of the Patient Experience Survey and the access and choice targets that should be reached. They will have examined the expectations of the patients and looked at creative ways to manage these effectively using a range of communication tools.

Who should attend

This workshop has been specifically designed for those working in general practice who interact and communicate with patients and is particularly suitable for:

  • GP Practice receptionists
  • Administration team members
  • Nursing staff

Workshop Duration

Full Day or Half Day

Feedback from delegates

"Just attended a training session taken by Charan at the Ramada Hotel in Nottingham.   I have worked for the NHS for 30 years and this is the best course I've been on!  We actually felt that Charan knew exactly what we experience on a day to day basis in general practice and it was a great afternoons refresher session."
Sue Carter, Elmswood Surgery

"Very informative and enjoyable."
Elaine Cosgrove, Bilbrook Medical Centre

"All of the topics were interesting. The trainer was brilliant. I have really enjoyed the course and will be taking a lot away with me today."
Emma Finley, Bilbrook Medical Centre

"Very informative & enjoyable. Excellent trainer."
Nicky Dagg, Wolverhampton Road

"Lots of useful tips to take back to the practice & implement."
Lucy Evans, Rising Brook Surgery

"An amazing presentation. Very thought provoking; it was brilliant at every level. The trainer was very engaging and the day went so quickly."

"Enjoyed it. Trainer was really good and everything was well explained. It was enjoyable and was able to participate."
Delegates attending Nottingham City CCG bespoke workshop delivered by Julia Smith