I am very passionate about staff training. As a previous manager I felt that I owed it to staff to give them the appropriate training when starting as a new receptionist, secretary or administrator and to also provide longer service members of staff with more advanced training.
After all you would not hire a mechanic or a chief if they had not had the appropriate training – so why should a Receptionist be any different, after all they are the ambassadors of your surgery and therefore you want them to get it right.
It never ceases to amaze how new Receptionists (and fairly often a longer servicing member of staff) know so little about their role – especially the little things that could make their role so much better, and in turn run a more efficient Reception area and how it could be better for your surgery and therefore giving first class Customer Care to your patients and customers.
It always gives me enormous pleasure to be able to share with the group my experiences; how I gained my knowledge I was sharing with them and tips on how to make their role so much more. How they can become a Receptionist that any Practice would be proud of to have on their team.
What do I base my training on? Simply from experience – I too once sat in their seat, not knowing some of the things that I am now sharing with them. I embraced my role back then with enthusiasm and was hungry to learn more. By doing this I was always first to volunteer to go on another training course, taking on my NVQ and achieving so much more. This all came about from enjoying the courses, learning from the courses wanting to learn even more and putting all of these things into practice. I am forever grateful that my practice believed in me. I hope to pass on that enthusiasm that on to others.
From a receptionists I worked my way up to a surgery supervisor, and then on to a Manager with another practice. Every single step on that ladder was built on the knowledge that I had learnt the qualifications that I got and the experience that I had gained. You too might have a Receptionist that has that hunger to learn and climb the ladder – can you think of one at your practice? Or are they there but not had the right training for them or you to see the potential they might have.
You might ask yourself why you should give them training. There will be costs involved. Staff will be away their posts to attend courses and perhaps extra costs to cover their hours while they are away.
Investing in staff training is vital. If you cannot afford to send all of your staff on training course why not bring the trainer into your surgery – or better still train one person up in your surgery to then train the others.
What are the benefits of staff training?
- Staff will value you as an employer by supporting them in this way.
- Staff will have more confidence in dealing with issues that might arise at Reception.
- Their job will have more meaning; it will be more rewarding and satisfying.
- Their job will become more interesting – the more they learn the more they understand
- They will be valued by your patients and customers as they will be able to offer a first class service.
- They will enjoy testing and improving on their skills – and hopefully want to learn more.
What are the training needs of Reception Staff?
- Receptionist Training (aimed at new Receptionists)
- Patient Confidentiality
- Telephone Techniques
- Dealing with difficult patients
- Basic Health and Safety
- Disability Awareness
- Team Leader training (ideal for those that are being promoted within)
Invest in your staff – well trained staff are confident staff