The Improving Patient Triage Communications (IPTC) workshop is designed for Admin / reception team members. The programme is an interactive scenario-based workshop for front line GP staff on ‘managing challenging conversations from patients around their experience of patient triage’. Using real life patient experience video clips, participants will help script these challenging conversations live! Enhancing their active listening skills, problem solving skills, negotiating skills and more.

The workshop will be 1.5 hours and run virtually on MS Teams.

Some of the benefits of this training include the following:

Improved use of skill-mix

Reduce patient DNA

Increased number of patients that can come through the practice

Having a visibility of the day’s work for all staff

Scenario 1 – Access – Non-Urgent

Scenario 2 – Callback Waiting Time

Scenario 3 – Continuity of Care – Speaking with usual Dr

Scenario 4 – Disclosing Personal Information to Reception Team

Scenario 5 – Symptom Escalation