NHS Receptionist Training                                                                                                                                                                                                     Home    Careers    FAQs    Contact Us
Hamilton Mercer
About UsTrainingClientsContact UsHamilton Mercer
 

NHS Receptionist Training

 

NHS Receptionist Training Overview

As the face of the GP practice, health centre or hospital, medical receptionists have the 'front line' responsibility of showcasing the level of professionalism and customer service given to patients. This NHS receptionist training course has been designed for staff handling the general public and supporting co-workers.

 

Who Should Attend?


GP, health centre and hospital receptionists, front of house staff and switchboard operators communicating with visitors and co-workers by telephone and face to face.

 

_______________________________________________________________________

 

Course Topics - Tailored to the needs of your staff

 

The Receptionist Role

  • Respecting peoples confidentiality and communicating in a discrete manner
  • Presentation, dress code and company ethos
  • The expectations of internal & external clients
  • Prioritising a busy workload and managing the reception area
  • Awareness of your own body language, eye contact and expressions

Meeting and Greeting Visitors

  • Welcoming visitors and making an excellent first impression
  • Confident body language and friendly expressions
  • How to interpret the body language of others
  • Handling unwanted visitors

Customer Care

  • Maintaining consistency and delighting customers
  • Building rapport, Matching & Mirroring skills
  • Helpful attitude and acknowledging customers needs

Communication

  • Professional voice, tone and language - Positive and negative phrases
  • Active listening skills, effective questioning and inflection techniques
  • Assertiveness Techniques - Passive, Aggressive and Assertive

Telephone Skills

  • Answering calls in a professional manner
  • Structuring, screening and transferring of calls
  • Getting the most from enquiries and accurate message taking

Assertiveness Skills & Handling Challenging Situations

  • The difference between confidence, assertiveness and aggression
  • Handling challenging people assertively
  • Say "No" assertively and give alternatives
  • Learn how to calm aggressive people and overcome passivity
  • How to get your point across but still respecting others
  • “Fogging” techniques to stay focused under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy

 

Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.

 

Download PDF Version of Course >

 

 

 

Training Format Available

 

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

 

  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course content and length is tailored to suit the needs of your staff
  • We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
  • Bespoke Course Manual and Hamilton Mercer Certificate Awarded.

Please contact us to discuss your training brief - Click Here >

 

_______________________________________________________________________

 

Clients Include

 

NHS Clients - Click here >

 

Clients & Testimonials - Click here >

 

_______________________________________________________________________

 

NHS Receptionist Training Courses UK

Training for GP Reception Staff

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

“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 found the course very useful. The trainer performed extremely efficient and she made a good presentation.”

Senior Receptionist

GP Direct

 

NHS Receptionist Training