CUSTOMER SERVICE CONFLICT RESOLUTION Mairead Roche Jackie Tumelty

CUSTOMER SERVICE & CONFLICT RESOLUTION Mairead Roche Jackie Tumelty

Domestics

Agenda for the day • 9 to 9. 30 Registration & refreshments • 9. 30 to 12. 15 Customer service & conflict resolution Mairead Roche and Jackie Tumelty • • Great customer service – what is it & why is it important? Skills to deliver great service Effective communication and how this creates good patient experience Break at 11 for 15 mins Understanding why and how conflict can arise Methods to manage potential conflict situations Q &A • 12. 15 to 12: 50 update on making 2 WW e-referrals – Dr Imogen Staveley and The CCAS Team • 12. 50 Lunch

What do patients say Innovative and patient friendly practice First impressions, a modern practice which appears to try and make the patient experience as efficient as possible. Excellent I've seen nurses for injections and other things and again, their level of care and personalities are outstanding. a few of the receptionsist have been working there for as long as i can remember and are always helpful and easily approachable. weird thing to say, but trips to the GP aren't always something i dread knowing i've got a good GP! A Well Run Practice ……visiting the surgery in person is such a pleasure because I have always been treated as an individual rather than just a patient with an NHS number… Excellent, responsive and Caring Upon calling the surgery, I got through straight away to a sympathetic and patient receptionist

Recognising great service • In pairs one person listens whilst the other shares their experience of good customer service • The Sharer should be specific : what did the person do, say, look like, that made you feel good about the experience • How did that make you feel? • The Listener will summarise in a few words what is shared

Recognising great service • In pairs one person listens whilst the other shares their experience of bad customer service • The Sharer should be specific : what did the person do, say, look like, that made you feel bad about the experience • How did that make you feel? • The Listener will summarise in a few words what is shared

Key characteristics of excellent customer service • Communication – you listen to me & give me the information I need in a clear & convenient way • Courteous – welcoming, appropriately friendly, respectful • Consistency – the service the practice provides is consistent – its not dependent on getting the right person! • Flexible – you are willing to adjust service to meet my needs • Competent – you know your stuff OR state you will find out and return to the patient ----- “OWN IT” ------

First impressions • How long do you think it takes to create a first impression? • A) 7 seconds • B) 30 seconds • C) 2 minutes • D) 1 minute

Last impressions • How long do you think it takes to change a first impression? • A) Never • B) 3 minutes • C) Only when you recognise a positive change • D) 7 seconds

Face to face communication • When we communication with someone what % of our message is conveyed by the tone of our voice? • A) 55% • B) 7% • C) 38% • When we communication with someone what % of our message is conveyed by the content (the words we actually say)? • A) 55% • B) 7% • C) 38% • When we communication with someone what % of our message is conveyed by our body language e. g. posture, gestures, expression? • A) 55% • B) 7% • C) 38%

The 3 Vs of communication

Professionalism: Avoid Terms of endearment • ‘mate’, ‘love’, ‘dear’ ……. ’bro, . . geezer’ Words which sound lazy or over-casual • ‘ain’t’, ‘dunno’, ‘stuff’ Slang or Jargon Words which order the customer • ‘UTI’ URTI’ ‘MSU’, medical abbreviations • ‘must’, ‘have to’ Disowning the practice • ‘it’s not my decision’ Giving out too much info • ‘she’s picking her kids up from school or ‘she’s at the doctors’ Implying incompetence or lack of care • ‘your letters not ready yet but that particular Doctors really slow’ Unhelpfulness Over-chumminess • ‘I didn’t speak to you, I didn’t say the Doctor would call you back” • ‘you love me really’, ‘what are you up to tonight? ’

Professional Touches Using formal titles of address • ‘Dr Jones I have Mrs Patel on the line for you” Taking Ownership • ‘The reason we can’t do that is…’, ‘I’m sorry that we didn’t do that’. Professional terms • ‘he’s out of the office today’, ‘she’ll be available on Monday’ Positive suggestions Appropriate tone Saying what can be done • ‘I recommend…’, ‘I feel the best course of action is…’ • Friendly but professional • ‘I’ll check that for you’…, “ “ Ill call the hospital/nurses and call you back by 4 pm”

Listening for success

3 parts to active listening What we do… The things we do Attentive – focussing your attention on the other person Making eye contact Nodding Hearing – what is being said both content and the feelings of the speaker Not talking – not finishing what the person has to say Asking questions Responding - Thinking about what is Empathising being communicated and Mirroring body language responding appropriately Reflecting back to the speaker what you are hearing

Open vs closed questions §Open Questions Closed Questions • What, How, Why, Who, When, Where • Open up the conversation • Encourage them to speak • More conversational • Do, Can, Is, Was, Were, Does, Are, Will, Have, Did, Would, Could. . . • Close down the conversation • Check specific detail • More structured

Examples of open & closed questions How can I help you Do you want to book an appointment What else is there I can help you with? Is that all?

Remember • Polite & professional • Listening • Explain “To jaw is always better than to war. ”

Betari Box

Who started it ? • You • Me • Them • Us ?

Model of communication

Managing difficult conversations Pause • Don’t take it personally • Hold back on your impulsive response • Diffuse your tension by breathing out • Give the other person a chance to let of steam Acknowledge • Show you are listening • Reflect back what they are saying and how they might feel • Use their name – it personalises the interaction Clarify • Ask questions to fully explore their problem • Check back understanding of the situation Respond • Keep an assertive and sympathetic tone, but match their pace • Explain - state the facts of the situation. • Offer suggestions • Get agreement

Exercise • In your tables discuss how you would respond to the various scenarios • Scenario 1 • Scenario 2 • Scenario 3

Escalating conflict - recognise the signs • Raised voice / Shouting • Challenging vocabulary e. g. repeating “I want … • Talking over you/not listening • Threatening e. g “if you don’t… “I’m going to…. • Direct prolonged eye contact • Change in facial colour (darker, redder, paler) • Breathing accelerates • Physical contact with surrounding e. g. banging fist • Aggressive physical gestures e. g. fingers pointing, fists clenching

Escalating conflict – take action • Take a pause – assess risks to you, colleagues and patients. • Call for help from colleagues, they may have to help evacuate • • the patient area. Try and create distance between you and them & patients e. g. get them into a side room Acknowledge their feelings e. g. I can see you are very angry/upset Explain what you have already done – I have explained the situation and what help I can give you Explain consequences – your behaviour is not acceptable and if it continues I will call the police. Visibly take the action you have said – call the police When they leave secure the premises Write down what happened and record in incident log. Take some time out to settle yourself.

Remember • Polite & professional • Listening • Explain • Know your stuff – get more training • If it starts to escalate… • Take a pause – assess the situation/risk/get help • Acknowledge – the patient’s feelings • Explain again why you cannot comply with the request and what you have / will do to help • Explain consequences if behaviour does not stop • Take action • Record events – talk to your Manager • Look after yourself

Thank you • Q&A • Feedback Form

Certificates of Attendance Following the event Attendees will be sent an email with a ‘feedback survey’ link. Complete the survey and submit. Attendees will receive a second email with their certificate. Please check with your manager if they booked on your behalf or contact the events team via the GP Website