Course Overview
To understand the importance of good call handling skills and the impact this has on a patient’s experience. To develop an understanding of the Trusts’ values and behaviours and the positive impact they have on the service.
Learning Objectives
- Identify good call handling skills and practical skills required
- Explore interpersonal skills needed for managing patients over the phone
- Identify barriers and how to resolve challenges such as difficult situations or communication issues
- Underline the importance of confidentiality
- Summarise a call and end on a positive note
Target audience:
South Tees NHS trust staff
If you are a non-medical registrant who is eligible for Continual Professional Development (CPD) funding this course will account as part of your annual allowance for CPD funding.
Organised by:
The Learning and Development team. For information please email: [email protected]
Cancellations:
All cancellations need to be made through your account. For those who do not attend without cancellation, your line manager will be notified and a possible charge may be incurred.
Please be advised that this session has a minimum attendee requirement therefore if this isn’t met we may cancel the session. If this session is cancelled we will aim to advise attendees as far in advance as possible and apologise for any inconvenience that this may cause.
Late arrivals:
If attendees arrive more than 20 minutes late of the session time, they may be refused entry. In this instance, by assessing the impact of missed learning and the impact on other attendees, a decision would be made by the session facilitator to either allow the attendee entry to the session or ask them to rebook.
Certificates and feedback:
Upon completion of this course a certificate will be available for you to download from your account along with any other post course information.
This session is CPD accredited awarding 3 CPD points towards your professional development.
