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DTSTART;TZID=Europe/London:20250108T140000
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DTSTAMP:20260417T015322
CREATED:20241030T110600Z
LAST-MODIFIED:20241030T110600Z
UID:47550-1736344800-1736355600@lscthub.co.uk
SUMMARY:Excellent Customer Care Training
DESCRIPTION:Places are limited . If you cannot attend this training\, please ensure you have cancelled your place so that others can book on. \nOVERVIEW \nAn innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News\, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference! \nAIMS \n\nDefining excellent customer care\nWhy first impressions are so critical\nUnderstanding why patients demand and don’t ask\nUnderstand why we feel challenged by ‘unreasonable’ expectations from patients\nHow empathy affects our reactions and how to become more empathetic in challenging conversations\nCreating more effective team approaches to dealing with challenging patients\nManaging anger and complaints more effectively.\nManaging queues more effectively\nReducing abuse on the phone\n\nWHO SHOULD ATTEND? \nNon-Clinical Primary Care Staff \nWHAT DO I NEED? \n\nMS TEAMS (join on the app or online)\nPen/Paper\nPreferably a camera and mic to participate\n\nHOW LONG IS THE COURSE? \n3 hours (Virtual) \nHOW TO JOIN? \nYou will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session. \nBy signing up you agree for your information to be stored and shared by the Training hub\, with the Training Provider and with NHSE and HEE\, for the delivery of this training\, monitoring\, reporting and certification purposes only.
URL:https://lscthub.co.uk/events/excellent-customer-care-training-11/
CATEGORIES:Non-Clinical Staff Training
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DTSTART;TZID=Europe/London:20250122T093000
DTEND;TZID=Europe/London:20250122T123000
DTSTAMP:20260417T015322
CREATED:20241129T111413Z
LAST-MODIFIED:20241129T111413Z
UID:48028-1737538200-1737549000@lscthub.co.uk
SUMMARY:Chaperoning Training (non-clinical staff)
DESCRIPTION:OVERVIEW \nThe course aims to really expand the understanding and knowledge of chaperoning in primary care. The course examines the problematic stereotypes of which patients will be offered a chaperone and in which circumstances. \nWe then go on to examine the roles and responsibilities of chaperones\, including developing their knowledge as to an extended definition of intimate examinations\, where to stand\, what to say and do. \nWe also discuss what information should be reported after a chaperoning consultation and their role in the event of a complaint being made. \nAIMS \n\nClarifying definitions\nThe concept of ‘intimacy’\nRoles and responsibilities of the partners and the chaperone\nWhat the chaperone should be looking for whilst present\nIssues of consent: when and how it should be gained\nRisk areas in conducting intimate examinations\nChallenges to the gmcs ‘same sex chaperone’ guidance\,\nThe themes to be addressed in a practice chaperone policy\nReporting concerns\nProviding a chaperoning policy\n\nWHO SHOULD ATTEND? \nNon-Clinical Primary Care Staff \nWHAT DO I NEED? \n\nMS TEAMS (join on the app or online)\nPen/Paper\nPreferably a camera and mic to participate\n\nHOW LONG IS THE COURSE? \n3 hours (Virtual) \nHOW TO JOIN? \nYou will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session. \nBy signing up you agree for your information to be stored and shared by the Training hub\, with the Training Provider and with NHSE and ICB\, for the delivery of this training\, monitoring\, reporting and certification purposes only.
URL:https://lscthub.co.uk/events/chaperoning-training-non-clinical-staff-6/
CATEGORIES:Non-Clinical Staff Training
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20250129T093000
DTEND;TZID=Europe/London:20250129T123000
DTSTAMP:20260417T015322
CREATED:20241030T110103Z
LAST-MODIFIED:20241030T110103Z
UID:47546-1738143000-1738153800@lscthub.co.uk
SUMMARY:Essential Care Navigation (non-clinical staff)
DESCRIPTION:Places are limited . If you cannot attend this training\, please ensure you have cancelled your place so that others can book on. \nOVERVIEW \nWith the Forward View requiring that primary care takes the lead on signposting patients to the most appropriate support (other than the GP they want to see)\, practice staff will need to learn a range of skills in holding these conversations and dealing with the challenges of patient expectation and behaviour. \nThis Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs. \nAIMS \n\nWhat is care navigation?\nWhy is care navigation essential in taking primary care forward?\nRecognising the care navigation we are already doing.\nUnderstanding that signposting is not triage\nTips to ensure that patients have confidence in the process\nSupporting patients who are reluctant to not see a GP\nManaging aggression and frustration\nMinimising abuse\nDeveloping self-confidence in the role\n\nWHO SHOULD ATTEND? \nNon-Clinical Primary Care Staff \nWHAT DO I NEED? \n\nMS TEAMS (join on the app or online)\nPen/Paper\nPreferably a camera and mic to participate\n\nHOW LONG IS THE COURSE? \n3 hours (Virtual) \nHOW TO JOIN? \nYou will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
URL:https://lscthub.co.uk/events/essential-care-navigation-non-clinical-staff-3/
CATEGORIES:Non-Clinical Staff Training
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