crowd control
specialists Play Out, works with GP practices to improve their conflict resolution skills – a key part of CQC. This involves acting out a series of confrontational situations with staff and discussing how it might be better managed. “We also look at what’s going on psychologically for the patient and the receptionist – the receptionist might be very stressed and the patient might be very anxious about their health,” Simpson explains. “If the patient’s behaving aggressively, the knee-jerk reaction is to go into fight-or-flight mode and either behave aggressively back, or become very scared.” Simpson believes that a lot of unnecessary stress is caused by people’s preconceptions of GP receptionists as the “rottweiler” sitting at the front desk. “There is a bit of a self-fulfilling prophecy... You are going to get people who are tricky – because it’s their expectation.”
THE RIGHT TOOLS Hayley Thomson, business development manager at queue management and customer journey specialist Tensator, says that although the frontline of GP practice doesn’t see quite as many crowd control issues as hospitals do, with developments in primary care this is set to change. “We are seeing a reduction in the number of small surgeries, with the focus now being on larger health centres containing a number of different practices,” she says. “Inevitably, this type of format will attract a much higher footfall and demand for a broader range of services, meaning that it is more important to handle the flow of patients efficiently.” Thomson believes that tools more often associated with hospital waiting rooms might now become more commonplace at GP practices. She gives the example of a recent installation at a London hospital. “We provided what we refer to as a ‘virtual queuing solution’ into the busy A&E department. The basic premise is that, on arrival, the patient takes a ticket from the kiosk situated by the entrance and takes a seat until they are called forward to register
44 february 2013
at reception.” She believes the same premise can be applied to GP surgeries: “This means that the elderly and those feeling unwell can take a seat and wait to be called forward by reception staff.” She also recommends virtual booking systems and touchscreen terminals so patients can check-in without having to queue up. But it isn’t all about fancy technology – remember the basics too, she says: “Basic elements, such as clear and concise signage to guide patients easily between different areas and clinics, can make a big difference and mean that staff time is not taken up with simple directional enquiries. The chances are that patients are already feeling fraught when arriving at the surgery, so it really is about doing everything possible to make the experience stress free, whilst helping to relieve pressure on busy staff at the same time.”
If the patient’s behaving aggressively, the knee-jerk reaction is to go into fight- or-flight mode
work/life
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