BRADFORD clinical leaders are funding customer care training for GP receptionists to help improve patients’ experiences at surgeries.

NHS Bradford City and NHS Bradford Districts clinical commissioning groups (CCGs) are hoping the training will help staff make each patient feel valued and at ease.

As part of an overall aim to improve local health services and patients’ experience of using them, the CCGs have been working with patients and practices to identify problems people face in getting appointments and suggest how things could be improved.

Dr Andy Withers, clinical chairman of Bradford Districts CCG, said: “Listening to patients and GPs about the shared concerns and challenges experienced in General Practice will lead to better access and use of services. Improving patients’ access to primary care services is a priority for us and that’s why we’ve set up this training.

“GP receptionists are often the first point of contact for a patient so it’s vital they make a positive impression. We’ve had a really good response from local practices to the offer of training and I’m confident that this will further improve staff’s customer service and communication skills.”

Feedback has shown that patients are frustrated at getting through on the telephone, GP appointment systems and the perceived attitude of some reception staff.

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