Introduction to effective call handling in general practice.
This practical training module is designed to equip medical administrators with the skills and knowledge to manage calls efficiently in a general practice setting. As the first point of contact, call handlers play a critical role in shaping patient experiences and supporting high-quality care delivery.

Learning Objectives:
In this module, learners will:

• Recognise the call handler’s role in shaping patient experiences and perceptions of the healthcare system.

• Understand the impact of call handling on patient outcomes and trust in healthcare.

• Explore strategies for diffusing upset or distressed callers.

• Reflect on the elements that contribute to a good patient experience.

This interactive learning includes real-life scenarios, downloadable tools, and practical tips. It’s part of Collaborative Aotearoa’s commitment to supporting high-performing general practice teams. Let’s get started and make every call count!

Estimated duration: 20-30 minutes