Customer Care in the NHS

Overview

In order for NHS organisations to be in the best position to provide the highest quality patient care, all staff have a duty to treat every patient, service user and visitor as a valued customer. This virtual training session is designed to help all frontline staff strengthen their communication and service skills and will also help participants gain an awareness of the impact of poor communication and service.

On completion of this session, participants will have a clear plan on how they can work on their own and team skills to increase patient and customer satisfaction levels within their own individual roles, their departments and throughout the NHS Trust.

Objectives

 This training is the first step towards –

• Understanding the importance of taking responsibility and ownership in managing the service user’s experience
• Becoming more helpful and striving to go the ‘extra mile’ to exceed expectations
• Being better equipped to convey the right message regarding customer service for the NHS which will raise public profile
• Applying good customer service techniques which can reduce the numbers of problems and complaints experienced by customers which will in turn lead to lower stress levels for staff
• A more effective workforce and increased job satisfaction
• Having more tools to handle delicate situations by being courteous and empathetic when necessary
• Increased patient satisfaction with the service provided leaving them happier with their NHS experience which they will share with others

Content 

• The role of frontline staff
• Dealing with the service user’s perceptions and expectations
• Creating a professional image
• Answering inbound calls
• Acceptable and non-acceptable levels of behaviour
• Languages and Accents
• Emphatic listening skills when dealing with angry patients
• Dealing with complaints effectively and pleasing the customer – building better relationships