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Challenging Patient Conversations Workshop

Overview

Challenging Patient Conversation Plus explores in-depth the dynamics of customer service within healthcare, focusing on building rapport and resilience, while delving into practical real-world skills. By using Transactional Analysis (Eric Berne’s behavioural model and other models) we discover techniques to enhance interactions and navigate challenging scenarios effectively. 

The Problem

Frontline healthcare professionals often face significant communication challenges that can negatively impact patient care and business operations. Misunderstandings and a lack of emotional intelligence hinder relationship-building, leading to unproductive conversations and miscommunication. Social and cultural differences can complicate these issues further, resulting in more complaints, increased stress, and a damaged reputation. 

The Solution

Our 2-hour workshop equips primary care teams with practical skills to manage challenging patient interactions effectively. Led by an experienced coach, the session includes real-world scenarios and breakout groups to identify improvement areas and help create a patient service charter for your organisation. Participants will learn how individual and team performance impacts patient service excellence, leaving with actionable strategies to strengthen their interactions and care delivery. These workshops will allow primary care teams to:

  • Recognising Behaviours at Play: Spot common behavioural patterns and triggers in patient interactions to respond more effectively. 
  • Exploring ‘Tactical Empathy’: Learn how to understand and respond to patients’ emotional needs to build trust. 
  • The Patient View: See things from the patient’s perspective to better address their concerns and expectations. 
  • The Team & Their Role: Discover how teamwork and each member’s role can enhance patient experiences. 

Programme Highlights

service
The Conversation
Apply transactional analysis principles to healthcare customer service.Recognise different ego states (Parent, Adult, Child).Utilise appropriate communication strategies for each state .
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The Patient
Develop resilience skills for handling difficult patient interactions.Stay calm under pressure & de-escalate tense situations.Maintain professionalism and empathy.
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The Team
Create a team charter that establishes acceptable service standards.Develop specific training targeting typical challenging scenarios with regular feedback sessions to monitor and refine service delivery.

Achievements

  • Fewer complaints due to better emotional intelligence 
  • Higher productivity and teamwork 
  • Improved cohesion among team members 
  • Patient recognition of great service i.e., Positive reviews

Get In Touch

Act and join our Challenging Conversation Workshop! Fill in the form below to let us know how we can help, and we’ll provide the support tailored to your specific needs. Don’t miss this chance to strengthen your PCN or practice patient satisfaction scores!