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Customer Care in the NHS

Half Day


The NHS White Paper, Equity and Excellence: Liberating the NHS, sets out the Government's long-term vision for the future of the NHS.  This paper highlights topics which include:-

  • putting patients at the heart of everything the NHS does;
  • focusing on continuously improving those things that really matter to patients

Following on from our successful two-day ILM Endorsed - NHS Customer Service Excellence programme delivered within hospitals, GP practices/surgeries and clinics over the past year, Adapt has developed a new, intensive ½ day workshop which offers delegates a comprehensive understanding of key Customer Care issues/challenges within NHS organisations.

This new programme gives practical advice and support to all those working within the NHS who have direct contact with patients.

Programme Objectives

To raise awareness of “customer” care within the NHS and give participants the skills to provide an excellent, professional service

Programme Content

Understanding Customer Care

  • The principles and importance of excellent customer care
  • Identifying the “customer” within the NHS
  • Customers’ needs, demands, expectations and perceptions
  • Improving the patient experience


  • What makes communication effective
  • The power and the pitfalls of verbal and non-verbal communication
  • Questioning and listening skills
  • Conveying a positive, professional image