Managing difficult calls

Members of the public contact Healthwatch for advice and information about health and social care services. These calls are often complex and at times you may find some or all parts of a call challenging. Find out how to best manage this in this session led by local Healthwatch.

Event type

Interactive learning session to small audience

Please come prepared to share examples from your own experience and support your colleagues.

Who is this event for?

Local Healthwatch staff and volunteers who answer phone calls from the public. It will cover the basics so be suitable for people who are new in their role, but also serve as a useful refresher for more experienced call handlers.

What will you learn?

In this session you will:

• Get top tips for managing calls
• Understand how to handle last resort calls
• Know how to handle repeat callers
• Understand what to do if you feel a call is becoming abusive

Who is running this event?

Belinda Burke, Operations Manager, Healthwatch Bucks