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DTSTART;TZID=Europe/London:20260304T093000
DTEND;TZID=Europe/London:20260304T123000
DTSTAMP:20260411T025931
CREATED:20260112T102645Z
LAST-MODIFIED:20260130T114045Z
UID:52764-1772616600-1772627400@avonlmc.co.uk
SUMMARY:Excellence in Customer Service (Virtual)
DESCRIPTION:Number of Capacity: 16
URL:https://avonlmc.co.uk/event/excellence-in-customer-service-f2f/
CATEGORIES:Administration Staff
ATTACH;FMTTYPE=image/jpeg:https://avonlmc.co.uk/wp-content/uploads/2025/11/customer-service-skills.jpg
ORGANIZER;CN="ALMC Learning Hub":MAILTO:almclearninghub@almc.co.uk
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DTSTART;TZID=Europe/London:20260304T130000
DTEND;TZID=Europe/London:20260304T150000
DTSTAMP:20260411T025931
CREATED:20260112T102832Z
LAST-MODIFIED:20260130T114019Z
UID:52766-1772629200-1772636400@avonlmc.co.uk
SUMMARY:Supporting People in a Mental Health Crisis on the Phone (Virtual)
DESCRIPTION:Number of Capacity: 16
URL:https://avonlmc.co.uk/event/supporting-people-in-a-mental-health-crisis-on-the-phone-f2f/
CATEGORIES:Administration Staff
ATTACH;FMTTYPE=image/jpeg:https://avonlmc.co.uk/wp-content/uploads/2026/01/599942010_1429156225887263_5947634292557267390_n.jpg
ORGANIZER;CN="ALMC Learning Hub":MAILTO:almclearninghub@almc.co.uk
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260319T093000
DTEND;TZID=Europe/London:20260319T123000
DTSTAMP:20260411T025931
CREATED:20260107T140611Z
LAST-MODIFIED:20260126T120046Z
UID:52668-1773912600-1773923400@avonlmc.co.uk
SUMMARY:Essential Communication and Care Navigation Skills (Virtual)
DESCRIPTION:Number of Capacity: 16 \nCourse Content \n\nWhat is care navigation\, triage and signposting?\nEffectively open a care navigation conversation and retain control about its direction\nFocusing on what you can offer and not worrying about what you can’t\nMake the patient feel heard without allowing the patient the opportunity to dictate their solution\nAsk insightful questions to elicit the essential information to navigate accurately\nUse language carefully to make the patient feel understood and heard\nManage different types of patient responses and attitudes\nCreating rapport (both on the phone and F2F)\nManaging different types of patient responses (oversharing\, embarrassment\, anger\, communication barriers)\nInterrupting and closing off conversations.\nUnderstand more about ARRS.\n\nExpected Outcome \n\nTo gain a deeper understanding of NHS Care Navigation\, we recommend reading the BMA guideline for an in-depth perspective.\nIn today’s evolving healthcare environment\, effective care navigation is crucial for delivering seamless patient experiences. Our Care Navigation Training course focuses on empowering healthcare professionals with the knowledge and tools to excel in GP care navigation.\nGain valuable insights into the fundamental principles of care navigation within general practice. Learn the art of starting conversations effectively\, asking insightful questions\, and maintaining control from the outset. This foundational training ensures you can offer high-quality support to patients navigating the healthcare system.\nExplore the specific nuances of GP care navigation\, a core element of patient-centred care. Understand how to guide patients through the healthcare system and connect them with essential services\, including ARRS roles (Additional Roles Reimbursement Scheme). Learn to support patients in accessing the full spectrum of primary care services to enhance their care.\nMaster the key communication skills essential for managing both phone and face-to-face care navigation conversations. Stay in control of discussions\, ensuring that the patient feels respected\, heard\, and understood. Use the right language to minimize anger and confrontation\, making patients more accepting of care navigation options and reducing the likelihood of challenging situations.\nGet an overview of the care navigation software used in primary care settings to streamline processes and enhance the patient experience.
URL:https://avonlmc.co.uk/event/essential-communication-and-care-navigation-skills-virtual/
CATEGORIES:Administration Staff
ATTACH;FMTTYPE=image/jpeg:https://avonlmc.co.uk/wp-content/uploads/2026/01/care-navigation-article-alliant.jpg
ORGANIZER;CN="ALMC Learning Hub":MAILTO:almclearninghub@almc.co.uk
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260319T130000
DTEND;TZID=Europe/London:20260319T150000
DTSTAMP:20260411T025931
CREATED:20260107T141527Z
LAST-MODIFIED:20260126T120655Z
UID:52670-1773925200-1773932400@avonlmc.co.uk
SUMMARY:Emotional Resilience & Difficult Conversations (Virtual)
DESCRIPTION:Number of Capacity: 16 \nCourse Content \n\nDefining excellent customer care\nWhy first impressions are so critical\nUnderstanding why people demand and don’t ask\nUnderstand why we feel challenged by ‘unreasonable’ expectations\nHow empathy affects our reactions and how to become more empathetic in challenging conversations\nCreating more effective team approaches to dealing with challenging behaviours\nManaging anger and complaints more effectively.\nManaging queues more effectively\nReducing abuse on the phone\n\nExpected Outcome \n\nOur Excellent Customer Care course dives deep into the art of delivering exceptional client experiences\, focusing on creating a culture of empathy\, efficiency\, and professionalism.\nThe course begins by defining what truly constitutes excellent customer care\, emphasising its profound impact on client satisfaction and the overall service quality. Participants will gain essential insights into the critical role of first impressions\, understanding that initial interactions play a vital role in setting the tone for positive and lasting experiences.\nParticipants will explore the nuances of personal demands\, even those unspoken\, and learn how to anticipate patient needs. We focus on the psychological aspects that shape patient expectations\, enabling staff to proactively address and exceed these needs to ensure high patient satisfaction.\nHandling unreasonable expectations can be challenging. This course equips participants with practical tools for navigating such situations with empathy and professionalism. By understanding the importance of empathetic communication\, staff will be able to foster more compassionate and effective interactions\, even in difficult conversations\, strengthening patient relationships.\nThe course covers how to build an effective team approach for dealing with challenging behaviours. Anger management techniques and effective complaint resolution are addressed\, ensuring that participants can turn potential conflicts into opportunities for service improvement and a more positive patient experience.\nEfficient queue management is a key practical element of excellent customer care. Participants will learn strategies to reduce wait times and improve overall service efficiency\, directly contributing to higher client satisfaction.\nThe course also focuses on managing phone abuse and promoting professional\, respectful communication during telephone interactions\, ensuring that all communication\, whether in person or on the phone\, maintains the same high standard of care.
URL:https://avonlmc.co.uk/event/excellent-customer-care-virtual/
CATEGORIES:Administration Staff
ATTACH;FMTTYPE=image/png:https://avonlmc.co.uk/wp-content/uploads/2026/01/1695075268872.png
ORGANIZER;CN="ALMC Learning Hub":MAILTO:almclearninghub@almc.co.uk
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