Emotional intelligence and front line complaint handling

Emotional intelligence and front line complaint handling is organized by Royal College of General Practitioners (RCGP) and will be held on Feb 19, 2025.

Description:
This event is for practice staff and will help upskill frontline colleagues to build resilience and empathy when dealing with difficult situations in their role at reception. Dr Val McGarrell from Prima Linea will lead the session online.
The session will include what to expect and perceptions at the reception desk - on both sides. Attendees will discuss why patients complain and what about, advice from the Scottish Ombudsman's office, how best to fire-fight complaints, and more.