Staff Training for
Your Practice

Equip your front desk staff with the skills they need to bring in more patients. Research suggests that up to 50% of patients who call a practice do not book an appointment–purely because of the initial interaction with the person who answered the phone.

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Staff Training for Your Practice

1 Course

5 Modules

3 Hours

Designed for New or Developing Front Desk Staff

Avily’s foundational training course is designed specifically for new front desk team members or those who need support in developing stronger communication and conversion skills. It is not intended for seasoned or highly experienced reception staff.

The aim is to build confidence, strengthen essential communication habits, and equip participants with the basics needed to convert enquiries into booked appointments.

Module 1: Reception

This module introduces the essential role of frontline staff and their influence on the overall patient experience. Participants will explore daily responsibilities, expectations, and the importance of a calm, welcoming reception environment. By the end of this session, they will clearly understand how their contribution adds value to the practice.

Module 2: Email Correspondence

Professional and timely email communication is essential for building trust with patients. This session covers the fundamentals of email etiquette, including structure, tone, response time, and clarity. Participants will leave with a practical framework to help them respond to patient queries accurately and professionally.

Module 3: Social Media

Many medical practices now receive patient messages via social platforms. This module helps participants understand how to communicate appropriately online, manage expectations, and uphold the practice’s brand voice. It outlines the boundaries and responsibilities associated with responding on social media.

Module 4: Telephonic Communication

Telephone calls remain a crucial part of a medical practice’s daily operations. This module teaches participants to manage calls effectively and identify opportunities in each conversation. The focus is on tone, clarity, confidence, and recognising moments where a casual query can become a confirmed appointment.

Module 5: Sales, Conversion Skills & Dealing with Difficult People

Every interaction is an opportunity to guide a patient toward the care that they need. This module teaches participants how to recognise these opportunities and convert queries into appointments without using high-pressure tactics. The focus is to add meaningful value to each interaction with the patient and the practice.