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A Customer Care Approach to Patient Experience

Monday 3 Aug 2020

VIRTUAL, Online Course

This masterclass, facilitated by Faisal Ahmed, Governance Specialist Trainer, provides knowledge and skills to staff in providing patients and service users a positive experience when receiving care in the Health and affiliated sectors. 

The masterclass focuses on exploring the techniques and key factors that facilitate staff members in providing a positive patient experience. We will address and manage barriers to providing good customer care and evaluate the link between good customer care and potential negative outcomes such as complaints and litigation. We will examine the importance and impact on good customer care in light of COVID – 19. 

Customer Care is a pivotal aspect to positive engagement with patients, service users and visitors. Indicators of customer care range from staff attitude, dress code, name badges and tone of voice. Current circumstances have 
dramatically affected in the way we communicate with patients particularly as face to face contact has significantly reduced. Other mediums of contact with patients such Skype have focused greater emphasis on certain types of communication than others. 

Obtaining feedback from patients through mechanisms such as the ‘Friends & Family Test’ (FFT) is integral to organisations being able to amend their practices to positively affect patient experience. Around 9 out of 10 patients give positive feedback about NHS services when completing the FFT (www.nhs.uk)

Listening to the views of patients and staff helps identify what is working well, what can be improved, and how. (England.nhs.uk)

We are now offering many of our masterclasses as virtual online courses; find out more about our other Virtual Training programmes here.

Facilitated By:

Faisal Ahmed

Governance Specialist Trainer

Virtual Training

We are pleased to offer the option to attend some of our masterclasses virtually online. These courses will include a combination of live webcam presentations, training materials, video sessions and interactive exercises.

The course programme content and facilitators are exactly the same as our in person training. 

All you need is a quiet space, a good internet connection and PC or laptop with camera and microphone to allow you to see, hear and speak to the facilitator and other delegates. We will provide full instructions for accessing the platform along with login details. 

For the full benefits and all our virtual training titles click here

Virtual Training

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Enquire
Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Commercial organisations

£549.00

(£658.80)

Virtual Training

£295.00

(£354.00)

(Prices in brackets include VAT)

Discounts

Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

NHS Complaints Summit 2020
Monday 12 Oct 2020
West One De Vere, London