At CER Training Limited we believe that highly trained and motivated staff deliver the best results this is why we are now offering a range of high quality training courses especially designed for staff working in General Practice.

Below you will find an overview of all of our courses available for 2008/09.

If you are interested in any of the courses we run please use the contact us page on the website to request more information on how to book our courses and the costs associated with each course.

Booking Information

All of our courses can be run in the practice ensuring costs are kept to a minimum

All of our courses are delivered by highly experienced trainers

All of our courses come with a comprehensive workbook for each candidate

Our costs include travel and resources

Following free evaluation and discussion, CER Training will develop a tailor-made training session to meet the specific needs of your team.   This session will be delivered in-house which will provide individuals the opportunity to discuss patient service problems and acquire new skills in a comfortable and relaxed environment.

Content examples:

• The importance of teamwork in contributing to service delivery
• Identifying factors that shape our relationships with patients
• Methods for managing and exceeding patient expectations
• Patient Perception and developing loyalty
• Communicating with patients and identifying communication barriers
• Telephone techniques
• Identifying ‘why things go wrong’ and putting it right for the patient
• Using feedback and improving performance
• Creating the right image and presenting the right attitude
• Handling difficult patients
• Understanding and contributing to service change

Handling Patient Complaints Front Line Team

This half day session looks at how negative feedback is received, handled and resolved; as well as discussing how complaints affect us on a personal level. The session aims to enhance understanding of why patients complain, offering best practice for handling such situations. Each individual is encouraged and motivated to use patient feedback as a positive opportunity to improve the service provided by themselves and the Practice.

Course Content:

• Patient perception – Why do we complain?
• Initial receipt and handling of complaints
• Dealing with Conflict
  
• Finding immediate solutions
  
• Reassuring patients when escalating complaints
• The benefits of feedback – Continuous Improvement
• Collating and reporting spontaneous feedback
• Working together to identify solutions
• Communicating changes to your patients
  
• Individual experiences and learning from Reflective Practice
• Understanding the basic roles of PALS, ICAS, The Healthcare Commission, The Health Service Ombudsman.

Handling Difficult and Challenging Patients

This half day session provides front-line staff with tools to help them handle difficult and challenging patients in a positive, helpful and professional manner.   Participants will explore how difficult patients affect them on a personal and emotional level. Guidance is then given on retaining emotional control, which helps us to respond rationally and calmly during future interactions. Emphasis is placed on understanding patient needs and learning to develop empathy to enhance and develop our relationships with every service user.

Course Content:

• Recognising how difficult patients affect us
• Understanding and controlling our own emotions
• Challenging Patients – Tips and guidance
• Trigger phrases – Making it worse!
• Understanding and developing empathy for all our patients
• Supporting colleagues
• Personal reflection and goal setting

Feedback from previous courses:

“The session was very clear and interesting, sharing views about coping with difficult situations helped me learn a lot about the patients”

“I have learnt that people behave the way they do for a reason. I will try to be calm, listen and understand people more, use positive phrases when giving out negative information and set myself goals for solving the patients’ problem”

1/2 DAY DEVELOPMENT WORKSHOP

Improving interpersonal Relationships

CER Training Limited is now offering a half day team training session that will help individuals to understand and improve their working relationships.  

The session will help participants to explore individual and team behaviour; providing tools to further understand ourselves and others.

We will specifically look at:

• Games we subconsciously play with others
• Collecting and storing negative feelings and emotions
• Giving and receiving recognition
• Respecting the feelings, thoughts and beliefs of   others
• Expressing our wants and needs
• Taking responsibility for our own emotions
• Resolving conflict
• Openness and Honesty
• Reflection

 
Emphasis is placed on self-awareness and the impact our actions have on our colleagues and others with whom we work. We will discuss how our perception of a situation can often be very different to other peoples and why it is important to listen, acknowledge and respect the views of others; even when different to our own.  We will reflect on different scenarios and work   together to find positive solutions to common problems.

NEW - ½ Day In-House Development Workshop

Building your own Learning and Development Portfolio using the NHS Knowledge and Skills Framework (KSF)

The NHS Knowledge and Skills Framework (KSF) is one of the three key strands within Agenda for Change

The NHS KSF and associated development review process is about investing in the ongoing development of all staff in the future. Individual members of staff are expected to make a   commitment to develop and apply their knowledge and skills to meet the demands of their post and to work flexibly in the interests of the public.

This half day workshop introduces individuals to their own personal portfolio.   The session aims to empower and motivate each member of the team to assess, discuss, undertake and evaluate their own learning.

Course Content:

• Portfolio Layout and Development
• Identifying Personal Learning Styles
• The importance of personal and professional development for everyone
• Identifying and making the most of different methods of Learning
• The NHS Knowledge and Skills Framework (KSF)
• KSF Self Assessment
• Proving KSF Competence and Evidence Collection
• Making the most of Personal Development Reviews/Plans
• Evaluation of Learning
• Reflection and Reflective Practice
• Developing Others/Feeding back to others
• Portfolio Action Planning

Observational Assessments

“Feedback from employers has been exceptional. Every   member of staff to date stated that they understood the process, felt relaxed and at ease and found the observation and one-to-one support to be a positive and motivational experience.”

Many practices have taken advantage of this service and found they received excellent and invaluable feedback on the Customer Service performance of their front line team.

Each individual is observed using National Standards written by the Institute of Customer Service. A detailed and constructive report is produced that provides you with objective feedback on the individual’s strengths as well as potential for development.  

Individuals receive one-to-one feedback and support and are also encouraged to discuss any problems they have faced in their role; receiving guidance and advice for future.

The Observation

The observation aims to identify:

Good practice delivered by the surgery and members of the team.

Ways of sharing good practice already provided to patients.

Levels of communication and support throughout the team.

Suggestions to help enhance current skills.

Solutions to any ongoing service problems experienced by the team.

Opportunities for staff/surgery to further develop.

Following the observation we aim to offer positive, constructive suggestions to support and enhance the relationships you have with your patients, attached staff and each other; as well as any other users of your service.

What the observation is not!

A mechanism for identifying individual flaws or weaknesses.

A negative, damning or fault finding report.

The main aim of the observation is to recognise excellent service provided, increase staff confidence and provide additional tools that will support each member of the team in their everyday role.