Customer and Conflict Management

Receptionists are the first point of contact in general practice for patients when it comes to their contact with the surgery – this can be for appointment making, treatment queries, ordering their repeat medications or when they have other prescription related query. Receptionists and administrative staff play a hidden, but crucial role in managing patient expectations.

In this Managing Conflict session, we consider how and why conflict may arise between the staff members and the patients or their carers around access to services, treatments, medication and prescriptions and consider ways to manage this.

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitators will also share their experiences from GP practice and pharmacy practice. Participants will have an opportunity to practice their skills in conflict resolution skills.