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Medical Receptionist Training

 

Introduction

As the face of the GP practice, health centre, hospital or dental practice, medical receptionists have the 'front line' responsibility of providing a professional and customer focused service.

 

Who Should Attend?

Existing GP, dental, hospital and medical receptionists, medical secretaries, front of house staff and switchboard operators communicating with patients and co-workers by telephone and face to face.

 

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Course Topics

Meeting and Greeting Patients

  • Welcoming patients and making them feel comfortable
  • Explaining procedures and keeping patients informed
  • Respecting patient confidentiality in the reception area

 

Multi-tasking

  • Handling telephone callers and face to face visitors simultaneously
  • Prioritising administrative duties, booking appointments and managing ad-hoc tasks
  • Keeping calm under pressure and avoiding behaviour that could be misinterpreted

 

Communication and Customer Service

  • Developing a positive attitude and mindset
  • Positive body language and facial expressions to make yourself more approachable
  • Using voice, tone and language to build trust and confidence
  • Active listening, effective questioning, empathy and rapport building techniques

 

Handling Difficult Situations

  • Objection handling techniques to present policies and procedures positively
  • Dealing with patients who are late for appointments and informing patients of delays
  • Keeping calm when dealing with abusive patients
  • Assertiveness techniques to make requests and to say no with confidence


Telephone Manner and Etiquette

  • Developing a professional telephone voice and using the correct phrases
  • Screening enquiries, placing callers on hold correctly and taking accurate messages

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Delivery Style


• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.

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Learning Format

 

Tailored In-house Training (Suitable for Groups of Staff)

 

Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – Bite-sized 75-minute session, 2 hour, 3 hour, 3.5 hours, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK. Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.

 

Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.

 

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Clients Include

   

“I thought the course was extremely useful and there was plenty of points to think about. The most beneficial part of the course was learning how to deal with angry/aggressive patients. The trainer performed extremely well it was a very enjoyable course”.

Receptionist

Haringey PCT

 

“I learnt the definition of exceptional customer service and why it is essential to deliver the best! The trainer was very approachable and friendly”.

Receptionist

GP Direct

 

“I really enjoyed the course, it helped me with a number of issues I'd encountered. The trainer was very helpful".

Administrator

Crown Bank Dental Healthcare

 
Medical Receptionist Training

Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
Enquiry form Click here

Online Booking form Click here

"The course encourages us to have a professional and positive attitude to work. The course has highlighted areas we need to improve and change to create a seamless service. Great content and exercises, and the performance of the trainer was excellent”.

Administrator/Receptionist

Broadwater Farm Medical Centre

 

“The exercises on listening and tone of voice were very useful, made me appreciate the value of concentrating on positives rather than negative influences. Very much enjoyed the course”.

Receptionist

Whitchurch Surgery

 

“The training was delivered in an enthusiastic and enjoyable way. We have some challenging receptionists; however the trainer handling this with patience and professionalism. Thank you very much”.

Practice Manager

Central Medical Centre

 

“The trainer made me think about how to be more professional within my department. All aspects of the course were very interesting”.

Assistant Medical Secretary

Central Manchester Foundation NHS Trust

 

“The course was informative. I have learnt some great techniques for handling difficult questions and issues”.

Reception Manager

The Princess Grace Hospital

 

“I have learned how to be more assertive with patients how to ask the right questions and not to be confrontational".


Receptionist
Sutton and Merton PCT

 

Medical Receptionist Training