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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?

New and 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 Formats

 

Option One: 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 – A half day programme on a targeted training afternoon is the most popular option however we can also deliver in bite-sized 75-minute sessions, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). 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.

 

 

Option Two: Open Courses (Suitable for Individuals and Small Groups)

 

Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.

Length: 1 day (9.30am – 5pm).

Locations / Availability: Regular courses in London (dates listed below).

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training presented on completion and course manual included.

 

London Training Centre: 90 Long Acre, Covent Garden, London. WC2E 9RZ.

Course Date Price Status Book Course
2014 Dates      
December 16th £275+vat £179+vat Available Book Online
2015 Dates    
January 21st £275+vat Fully Booked
February 5th £275+vat Available Book Online
March 24th £275+vat Available Book Online
May 14th £275+vat Available Book Online
July 2nd £275+vat Available Book Online
September 22nd £275+vat Available Book Online
October 29th £275+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

 

Special Offers: Multiple bookings discounts are available and we also offer discounts for Charities and Social Enterprises.

 

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Clients Include

Medical Receptionist Training

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

Online Booking form Click here

“It was an excellent course. I have learnt to ask relevant questions so therefore take messages more effectively. Learning how to handle difficult customers on the phone was very beneficial. The trainer performed in an excellent way.”

Medical Receptionist

Interserve Defence

 

“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

 

“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 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 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