Activation is pleased to announce a Patient/Service User Experience workshop designed to help you get the most from your interactions with staff and patients. On behalf of Newham Training Hub, we are delighted to offer you an opportunity to attend this informative and fun two-hour workshop.

The workshop is trainer led and uses actors to play out difficult conversations that take place between staff and service users. Throughout the workshop we provide you with simple tools and techniques to help you interact and communicate with patients/service users when all is well and when all is not well….providing both yourselves and your service users with a great Patient/Service User Experience.

The course is open to all health and social care staff including GP Receptionists and Practice Managers working Newham.

Activities will include testing and broadening the participants’ understanding of the patient experience and

handling difficult situations. We will look at:

• Personal impact – status
• Language
• Flexing style
• Managing conflict
• Difficult conversations – skills practice Outcomes of the session:

“Every receptionist should attend this course. Very interesting and lots of fun. Trainer and actors were fabulous”

“Amazing workshop that really

engages people to think out of the box as well as putting you in other people’s shoes.”

• An understanding of what makes for a good patient experience.
• Knowing how you communicate now – what works and doesn’t work
• Doing more of what works – especially the stuff that’s uniquely you!
• How to handle a difficult patient or situation
• Improved questioning and listening skills