Course Overview

This workshop aims to support staff who regularly contact patients by telephone as part of their role. It will focus on specific key skills for effective telephone communication with patients.

The facilitators will offer an opportunity to build on existing skills and knowledge and will enable participation and learning with interactive exercises and demonstrations.

Learning Outcomes

• Recognise the challenges of contacting patients by telephone.
• Explore key communication skills for conveying difficult information (e.g. cancelled appointment, active listening and supporting).
• Discuss strategies for managing confidentiality, cancelling/changing appointments, and responding to emotional reactions and questions.
• Apply R.I.N.G. – as a structure for contacting patients by telephone.

Target Audience

Front line health and social care staff, booking clerks, medical secretaries, ward/clinic staff, pharmacy staff, receptionists, etc.

Course Duration

1 half-day session.

Course Requirements

A desktop computer or laptop with the following:

• Web camera
• Speakers
• Microphone

Mobile phones and Tablets are not permitted as they do not provide the same functionality enabling participants to interact with the course effectively.

As this is an interactive course, if you do not have a device with a web camera, speakers and microphone, you will not be allowed to attend.

Please download the Zoom app rather than joining the call via a web browser as the app provides more functionality and a far more stable connection. You may need to speak to your IT department to assist and allow for the app to be installed.

Furthermore, it is crucial participants attending the course are in a private space free from interruptions and cannot be overheard so they can interact with the facilitators and other candidates. Multiple delegates are not allowed to join from a single computer.

In order to maintain the quality of the learning experience for everyone, delegates who are unable to meet these essential requirements will not be admitted to the assessment.

Course Sales

Places are funded for any organisation in England that is part of the NC1 contract, such as Alliance Medical and NHS NC1 PET-CT Staff.

For any person or organisation outside of the NC1 contract interested in accessing any of our courses from the UK, please contact the Academy to enquire about availability and course cost.

Unfortunately, this course is not available to international candidates.

Further Information

If you have any questions, please email petctacademy@christie.nhs.uk

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