Care Navigation Workshop 1 – Communication

Suitable for: Non-clinical staff.

These are three half day workshops, each building on the last. If your Surgery cannotrelease staff, we can discuss with you what will best meet your training needs anddesign the programme to fit your budget and time available.

OUTCOMES FOR THE WHOLE PROGRAMME

By the end of the three workshops, participants will:

Ø Have been introduced to and practised relevant communication skills

Ø Have increased confidence in communicating with and responding to patients

Ø Have more confidence in triaging & signposting patients

Ø Have increased knowledge of the sources of advice and support available

Ø Have been introduced to flowcharts that assist with making triage & signposting decisions

Ø Understand the importance of a whole team approach and how their role fits with this

MODULE 1 – COMMUNICATION FOR TRIAGE & SIGNPOSTING

AIM

To ensure you have an opportunity to explore aspects of communication related to care navigation, and identify best practice for responding to your patients.

OUTCOMES

By the end of this workshop you will:

• Be able to apply appropriate communication skills when triaging or introducing signposting

• Understand the importance of active listening and questioning

• Have increased confidence and sensitivity in determining patient need both on the telephone and face to face

• Understand more about patient expectations and how to manage these

• Have discussed situations faced and have strategies to deal with them in future with more confidence

• Have gained an understanding of the structure of a signposting conversation and appreciate the importance of patient care at each stage of the conversation

• Have received tools and techniques to help respond to inappropriate behaviours and achieve a win-win outcome with your most challenging patients

• Have considered your role in working as part of a pro-active and excellent team

• Understand the need for a consistent approach

• Have identified a way forward

To book a place/s emai lbookings@networkforpractices.co.uk