GP Practice Reception Customer Care Skills Training Course (3 hour In-company)

This training session will help GP frontline staff to improve patient access and experience, by drawing on their inherent people skills.  We will use insights from the world of psychology, we provide team members with the practical tools to deliver excellent service - every time taking into account capacity and demand in the service.

This onsite GP practice training is highly participative.   We include real life patient scenarios from many GP practices/medical centres across the UK.

We also offer the option of virtual training/coaching.

Email us at or call us on 01423 861122 to check your preferred dates for this training.

  • Defining patient/customer care and what it means for the success of the GP practice
  • Understanding every patient/customer and managing their expectations
  • Understanding the verbal and visual cues of patients/customers that enable you to meet their individual needs
  • Understanding the benefits of different communication channels and knowing when to use them effectively
  • Dealing with difficult patients/customers and using your people skills to turn a situation around
  • Resolving complex patient/customer care issues - negotiating with customers
  • Measuring patient/customer care, evaluating and making improvements

The price of £650 plus vat covers one three hour training session - normal timings are 1 pm to 4 pm (we're flexible to adjust the timings to suit your practice/medical centre).

In addition we can run two training sessions in one day (suggested timings of 9.30 am to 12.30 pm and 1.30 pm to 4.30 pm) to ensure the GP practice/medical centre is able to organise cover arrangements and gain extra value for money.  We're are flexible to the space available using either patient waiting area when your practice is closed for the afternoon or a designated meeting room in your practice.  For the best experience we recommend no more than 12 people in any given session unless you have spacious meeting room/waiting area.  We will provide all the necessary equipment including laptop and projector as well training materials and stationery – in most cases we tend not to use slides to encourage even more interactive discussions.

The price of two x three hour sessions in the same day are offered at the preferential rate of £950 plus VAT for upto 24 people over the day.

Cost excludes travel and accommodation costs (where applicable) – these are at a capped rate for mainland UK locations.

The training is designed for those who deal directly with patients, or manage the patient care process in the practice. We look at both face to face and telephone communications to ensure your staff are able to apply a consistent high level of care across the team.

Reallly happy with the course makes you realise just how valuable patients are to the practice

A very enjoyable and informative session - good for team building in the Medical Centre as all areas took part

It was good to discuss actual instances with colleagues - helped to relate what we were learning

I liked the psychology behind what the trainer was saying

Felt the balance was right - informative and enjoyable

Well presented, clear slides and useful handouts

The course was made far more interesting because we discussed issues rather than looked at slides for three hours - surprising, the time passed by quite quickly!

I found the trainer put the content across very well - time went very quickly and held my attention throughout

Extremely useful gave me much to consider when dealing with complaints

A very well presented, concise and professional delivered course

Information given easily and conversationally - felt we were participating fully and responded to

I have found it all very helpful - thank you

Relaxed atmosphere with plenty of positive ideas to action

Thank you for your excellent delivery of the Customer Care course for our practice staff. It was well received and the feedback forms reflect this. I have followed up the training with four mini meetings with the staff and with their input have worked out an action plan of the areas we can do to improve customer care. They are all SMART! I feel this is an excellent outcome which can be carried through. The Partners were very happy with the course and are amenable to me booking a further follow up course - Practice Manager in Surrey.

The trainer had a lovely manner, put you at ease straight away, made you feel comfortable to take information in.

It was nice to have GP's and management taking part to appreciate the problems staff have to deal with - thank you

Very helpful and directed at key areas we were keen to cover

A very useful and interesting course - thank you very helpful

Excellent - thank you

Really enjoyed it thank you!

Thank you for all the helpful advice - really appreciated

In-House, Virtual Training and Coaching

Preferential rates for NHS GP Practices!

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Preferential In-Practice Rate:

From £650.00 + VAT

INCLUDES: In-house training session (three hours) for up to 12 people