Effective Telephone Communication

Effective telephone communication is a critical aspect of delivering high-quality patient care in primary care settings. It is often the first point of contact for patients seeking medical advice or assistance, and it sets the tone for the patient’s overall experience with the healthcare provider. Effective telephone communication can improve patient satisfaction, increase patient engagement, and help healthcare providers deliver better care.

Who’s it for?

This course is designed for healthcare professionals, including receptionists, administrative staff, nurses, and physicians, who regularly communicate with patients over the phone. It is also useful for anyone interested in improving their telephone communication skills in a healthcare setting.

 

 

Course content


Introduction to Effective Telephone Communication:

Understanding the importance of effective telephone communication in primary care and how it impacts patient care and satisfaction.

Telephone Etiquette:
Learning telephone etiquette, including tone of voice, greeting, listening skills, and call handling best practices.

Effective Communication Skills:
Developing effective communication skills, such as active listening, empathy, clarity, and professionalism when communicating over the phone.

Managing Difficult Calls:
Strategies for handling challenging phone calls with patients, such as managing anger and frustration, providing bad news, and de-escalating difficult situations.

Documentation and Follow-up:
Understanding the importance of documentation and follow-up after telephone conversations with patients.

Key Features

bullet tick

Available as a standalone course or as part of a programme

bullet tick

*This course is ready-to-go or fully customisable

bullet tick

Face-to-face / Live virtual / Blended

bullet tick

Fully updated for 2023 with content designed by Crescente

Effective Telephone Communication

Course Summary

Guided Learning

Half-day course*
Enquire nowdown arrow
Contact us for more information about this course.

Your basic information

  • This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
By submitting the form you agree to Crescente Privacy T&Cs
"A big thanks to you and John for all your help and support"

- Dorset County Council

Other courses you may be interested in

Get Chartered

Get Chartered with us today!

Getting chartered ensures managers with exceptional management and leadership skills and commitment to Continuing Professional Development (CPD), are easily identifiable to employers and peers.