Patients and Clients First Programme

Overview

There has recently been a heightened public awareness across the healthcare sector for the need to raise patient care standards.  In order for NHS organisations to be in the very best position to provide the highest quality patient care, all staff have a duty to treat every patient, visitor and anyone calling a surgery, GP Practice, Hospital or Healthcare organisation as a valued customer.

This highly interactive and practical course is designed to help all frontline staff to strengthen their communication and service skills and will also help delegates gain an awareness of the impact that poor communication and service has on a commercial business.

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

Objectives

• Improved communication between staff and their patients will ensure enquiries are handled correctly, promptly and efficiently
• Applying good customer service techniques can reduce the numbers of problems and complaints experienced by customers which will in turn lead to lower stress levels for staff
• A more affective workforce and increased job satisfaction
• Patients, relatives and visitors will feel more relaxed and welcome; enabling them to feel more comfortable to approach staff
• Staff will feel more confident in their communication skills as they will be more aware of reading body language and can decide the appropriate language to use in reply
• Staff will be more competent at asking questions to gain relevant information they need more efficiently
• Staff will recognise when to show courtesy to patients and colleagues allowing them to express themselves
• Staff will be better equipped to convey the right message regarding customer service for the NHS which will raise public profile
• Staff will become more helpful and strive to go the ‘extra mile’ to exceed expectations
• Staff will have the tools to handle more delicate situations by being courteous and empathetic when necessary
• Patients will feel more satisfied with the service provided leaving them happier with their NHS experience which they will share with others

Content

Delivering Excellent Customer Care

• Who are our “customers”?
• The principles of customer care
• The consequences of delivering a poor or excellent service

​The Right Attitude

• The organisation’s culture
• Skills, behaviour and attitudes

Key Elements of Communication

• Face to face contact
• Body language – signals and meanings
• First Impressions
• Using your Voice
• Tone, Volume, Speed, Pitch
• Words – Developing a Positive Vocabulary

Questioning Techniques

• How and when to use Open and Closed questions

Active Listening

• Techniques to demonstrate listening
• Barriers to effective Listening

Professional Telephone Techniques

• Handling calls effectively
• Telephone frustrations and how to avoid them

Assertiveness

• Identifying communication styles
• Understanding the effect of your communication style on others
• Rights and responsibilities
• Building rapport

Handling challenging situations and complaints

• Being assertive and taking control
• Tips on de-escalating potential conflict