In a survey of 400 practice managers conducted by the NHS Practice Management Network, 90% said they would welcome a training pack for receptionists to help them deal with challenging issues.
The network has developed a DVD training resource, Improving the Patient Experience, for receptionists and frontline staff.
The free resource is a DVD featuring four short training films covering customer care, improving access for disabled patients, improving access for BME (black and minority ethnic) patients and marketing your practice.
Rebecca Cooper, a receptionist in Southampton, said: ‘Training is vital to what we do but because we are so ‘hands on' it's not always easy to find the time. This format is great because we can fit it in during tea and lunch breaks and doesn't involve too much paperwork.'
All practice managers should be receiving thier free copy over the next couple of days but can order more copies from the Practice Management Network website.
- Visit the Good Practice Resource Centre