We were approached to deliver a programme for receptions based on Handling Conflict.

We probed further and looked with the client at the causes of conflict and decided to ensure that the programme worked to reduce the causes of conflict in Handling Patient Relations rather than just dealing with the aftermath.

The resulting programme has provided highly effective in re-orienting receptionists mindsets into one of spotting and resolving issues before they occur with a greater awareness of the patient viewpoint and sharing best practice across receptionist of different ages and experience level.

The programme has become part of our standard repertoire for handling patients efficiently post covid.