NHS Training services

PTS is a well respected and experienced supplier of training services to NHS providers,  We have
trained over 25000 NHS Managers,Employees and Medical professionals to handle or manage
complaints and othet fedback.

Our main services are:

1.  Complaint Management and Handling for Receptionists, Nurses
and other front line staff and team leaders.

This very practical ½ day workshop covers all aspects of handling
patient and other service user feedback, both positive and negative.  
The workshop is designed to meet the criteria of the Care Quality Commission and the latest complaint
handling guidelines.  We can run 2 workshops within a one day training session and fee.

2.  Conciliation techniques

For Lay Conciliators, and for all staff involved in complaint management, we offer a two-day
workshop introducing the techniques and procedures for conciliation within NHS Complaint
Management.  The workshop is led by Bob Debell, the author of the only text book on conciliation and
mediation in the NHS.


3.  THE PRACTICE RECEPTIONIST DEVELOPMENT PROGRAMME

A six workshop programme to help the less experienced staff develop their skills

Module 1  -  The Role of the Receptionist
A clear definition of the role is agreed by the delegates and visiting managers as a basis for the programme.

Module 2  -  Communicating Effectively
Covers the importance of overcoming barriers to communication and the skills of good communication.

Module 3  - NHS Structure, History and Health Promotion
Essential background information on the history and structure of the NHS,
jargon de-mystified and health promotion initiatives explained.

Module 4  -  Patient/Customer Care
Covering the techniques and skills involved in ensuring patients are satisfied
with practice services, including a clarification of the contribution to clinical governance.

Module 5  - Practice Administration and  Telephone Techniques
The importance of good administration and the specific skills to ensure a good telephone service.  .

Module 6  - Legal and Professional Duties       
Receptionists’ obligations to ensure compliance with legal and ethical codes, including ‘chaperone’ duties

4.  ADVANCED RECEPTIONIST DEVELOPMENT PROGRAMME

A higher level programme of 6 workshops designed for the more experienced receptionist,
perhaps about to take on addittional responsibility

Module 1  -  Team Working and Clinical Governance
The primary health care team, its development and the role of members in maintaining team effort and
achieving clinical governance standards.

Module 2 – Conflict Management
Aggressive behaviour by patients does occur.  In all situations a trained
‘victim’ can handle it well by appropriate behaviour.  

Module 3 - Media Topics and Counselling Skills
Trains the delegates in the handling of patient reaction to the way the media sensationalise health matters.

Module 4 - The Receptionist and Clinical governance part 1
The techniques of quality assurance within clinical governance made both relevant and believable.

Module 5 The Receptionist and Clinical governance part 2
This module deals with the role of HASAWA and emergency procedures to achieve standards.

Module 6  - The Receptionist and Clinical governance part 3
This module deals with patient/customer problem solving and with techniques for improving clinical
governance standards.

Contact us for details of NHS training services