De-escalation training for healthcare reception teams.
GP, clinic and hospital receptionists take the frustration of a stretched service, face to face and on the phone. Double Take is building healthcare reception scenarios so front-desk teams can practise those conversations by voice, before they happen for real.
Where the frustration lands
Reception says no to things nobody can fix.
No appointments today, a long wait, a prescription that is not ready. The receptionist did not cause any of it, but the patient’s fear and anger arrive at the front desk first.
A module teaches the theory, not the conversation.
Conflict resolution is part of mandatory training in the NHS. A module can explain the theory. Practising a real conversation, with a person who pushes back, is rare.
The same conversation happens every day.
Front-desk teams meet the same few hard conversations again and again. Repeat practice of exactly those conversations builds the calm, confident tone that stops them escalating.
In the 2025 NHS Staff Survey, 14.5% of NHS staff in England experienced physical violence from patients or the public in the last year, and 25.3% experienced harassment or abuse.
How Double Take will help healthcare teams
Practice at the front desk
The app places a life-size character at your own reception desk, on a tablet the practice or ward already has, so staff practise where the real conversation happens.
Characters with real worries
Each character has a motive and hidden facts, such as a fear behind the anger. Staff learn to find what the person needs, and to hold the boundary kindly.
Ten minutes between patients
Sessions are designed to take less than ten minutes, so staff can practise in a quiet moment without leaving the building.
Safety and data first
A stop control is always on screen and every session ends with a wellbeing check. Audio and transcripts stay in the UK or EU, encrypted, and are kept for 30 days by default.
Healthcare scenarios are in development
Double Take’s beta scenarios are set at a building reception today. Healthcare reception scenarios are on the way. Register now and tell us what your front desk faces most: your answers shape what we build first.
Questions healthcare reception teams ask
Is Double Take available for GP practices and clinics now?
Not yet. Double Take’s healthcare reception scenarios are in development. The current beta has three scenarios set at a building reception. Register interest and we will email you when healthcare places open.
Does Double Take replace NHS conflict resolution training?
No. Double Take does not replace mandatory conflict resolution training. It is practice, not a qualification, and gives staff repeat, realistic practice of the conversations that training covers.
Is Double Take for clinical staff?
Double Take’s healthcare scenarios are designed for reception and front-desk teams: the people who meet patients and visitors first. They are not clinical training.
What happens to recordings of staff?
Double Take keeps session audio and transcripts in the UK or EU. They are encrypted at rest and kept for 30 days by default. Audio is never written to logs.
Get early access for your front desk.
Register interest and tell us what your reception team faces. We will email you when healthcare beta places open.
Also for: security and reception teams, retail teams (coming soon), venues teams (coming soon)
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We will email you when beta places open. Until then, nothing else lands in your inbox.