PATIENTS ARE CUSTOMERS TOO!

To provide training to enable efficient service delivery to patients through individual and good patient focus;

The patient:

• Discussion and awareness of patients needs
• To explore patients rights and responsibilities
• What is customer care in general practice?
• To learn the different means of effective communication to establish rapport with users of the service
• Measure and improve outcomes

The individual:

• To understand their rights and responsibilities
• Their role and how they can be effective in a team
• The History, culture and structure of the NHS
• The General Practice environment & office procedures
• Practice income... GMS2 contract overview
• Basic communication & telephone skills

This session will also introduce the concept of Continuing Professional Development (CPD) and portfolio building and will give delegates a chance to identify their training and inter-personal skills gaps and learning styles.