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An effective `customer care’ approach to your contact with patients makes for happier patients and minimises dissatisfaction, thus reducing complaints and grumbles.

It can even reduce patient turnover.

The obvious starting point is the telephone. Just one member of your practice team with a poor telephone manner can create a lasting bad impression and reduce the goodwill of your patients.

Successful businesses pay great attention to how they deal with telephone calls and if it is important in the business world it is surely much more important in general practice.

Our training pack covers all the various aspects of telephone handling, from the basics of telephone etiquette to dealing with abusive and angry callers.

It contains all you and your team leaders need to concentrate minds and ensure everyone takes  responsibility for keeping the practice performance on that sharp edge you require.

Benefit from a Training Pack- Telephone techniques for general practice.

The pack includes:-

Trainer guides on preparing for and undertaking sessions.

OHP transparencies.

A Powerpoint presentation on a CD.

Also exercises and session notes you can copy for participants.

There is enough material for you to run up to three short training sessions on different aspects of telephone handling.