Handling difficult conversations Primary Care
Admin Staff

Improve staff retention and patient satisfaction with a single solution

Retain your valued Admin Staff & Improve Patient experiences.

Difficult conversation skills

Training to develop your admin staff's ability to manage difficult patient conversations well.

Admin Staff Wellbeing

Training and group support to maintain wellbeing and engagement in their role.

Role engagement

We create a sense of professional identity and a community of practice between admin staff, across practices. This is often missing for admin staff.

Provided FREE to Devon Practices by aimyourteam in partnership with Devon Training Hub

Upskill + Engagement = Retention

Certified training course

3 hours (split into 20 min videos)
Role development
Key skills and approaches for managing difficult conversations with Primary Care patients
Self-care approaches

Role Engagement & Support

1.5 hr admin peer support and training event (LIVE online)
Monthly admin themed newsletter
All led and developed by Chartered Psychologists & Coaches.

Evidenced Methods

Proven Impact

100% Satisfaction

see our impact

Potential Benefits for your practice...

Better outcomes for staff and distressed patients

Less support burden on management

Admin support to reduce admin compassion fatigue

Peer learning opportunity from other admin staff

What your staff will get...

Part 1. Train
Difficult conversations course

ONLINE TRAINING COURSE (3 hrs)
FREE for Devon practices

Online digital course + completion certificate

2 x Hours total duration, split into 20-minute themes

Developed by Clinical and Organisational Psychologists

Optional hardcopy handbook and sample scripts.

Topics covered

Core communication skills within clincial care professional context.
Supporting distressed patients
Responding to aggression
Handling complaints
Activating and using scripts in difficult scenarios
When and how to terminate communication
When to escalate a complaint
Personal coping and resilience strategies

Part 2: Support.
Facilitated peer support group.

ONLINE SUPPORT GROUP
A Live online event FREE for your staff!

A 1.5 hour live support group for admin staff who regularly experience aggression or abusive communications with patients, led by a Clinical Psychologist.

Support includes:

Professional skills training
Role support
Emotional support
Psychological debrief training
Peer support and peer support access development
Peer learning and networking
Groups for admin staff only.

Sign Your Staff Up Now

FREE for all Devon Practices

'Training & Support' has been commissioned by the Devon Primary Care Training Hub for all Admin Staff in Devon based practices for the financial year 2022-2023.
Please register your practice here: