Selecting 'I am a UK healthcare professional' will take you to the Accord UK Partner Platform.
Selecting ‘I am a member of the general public’ will take you to the Accord UK site.
We understand that patients are at the core of your pharmacy or practice, and how important it is to maintain a positive relationship to ensure long-term business growth and practice reputation.
This course provides you with the necessary tools to effectively manage difficult patients.
Stay calm, understand the situation
Find a resolution that you are both satisfied with
Storm out of the room
Tell the patient you can’t help them
False
True
Spoken Word 55%, Tone of Voice 38%, Body Language 7%
Spoken Word 7%, Tone of Voice 55%, Body Language 38%
Spoken Word 7%, Tone of Voice 38%, Body Language 55%
Level 1
Level 2
Level 3
Level 4
Level 5
Remain Calm
Use of Open Questions - starting with ‘how’, 'what' and ‘why’
Use of Closed Questions - usually specific and result in yes or no, used to establish facts
Using Active and Empathic listening
Get angry and respond in kind
Acknowledge
Apologise
Clarify
Please note that:
1. Upon submission of an order form for products through the Accord Partner Platform (an “Order”) you may be contacted by an Accord-UK Ltd. sales representative to confirm your details and to discuss your Order in more detail.
2. No Order (or part thereof) shall be considered as confirmed by us until you have received an email confirming that your Order (or part thereof) has been processed. Submission of an Order does not guarantee stock availability of the ordered products nor delivery of the ordered products by the chosen wholesaler.
3. Subject to the above, by submitting an Order you accept for this to be submitted by us to your chosen wholesaler on your behalf based on the confirmed Order.
4. All purchases of products under the Accord-UK Ltd. pricing Proposition (“Accord Proposition”) are subject to the Accord Proposition Terms and Conditions, available on request.
5. Products supplied by your chosen wholesaler that are purchased via the Accord Proposition will be invoiced according to your Accord Proposition pricing agreement.
