Welcome to Health

Welcome to Health has been designed for people who work in heath and social care. In this sector, high quality customer service is crucially important to improve the experience of patients and their relatives, many of whom are likely to be in stressful situations.

This new programme delivers a mix of lively instruction, group activity and self- assessment, enabling participants to develop a new insight into the importance of customer service as well as showing them how to improve their own performance

Welcome to Health covers:

  1. The importance of customer service in the healthcare sector
  1.  An overview of health and social care sector in England
    • Working in healthcare
    • The structure and organisation of the sector
    • NHS core principles
  1. Identifying needs and expectations
    • Changing customer expectations
    • Healthcare service trends
  1. Delivering excellent customer service
    • External and internal customers
    • Setting standards
    • Creating a favourable impression
  1. Successful communication
    • Types of communication
    • Body language
    • Verbal communication
    • Listening skills
    • Written communication
    • Telephone techniques
  1. Providing information and advice
    • Presenting information
    • Maintaining confidentiality
    • Giving directions
  1. Meeting specific needs
    • Accessibility
    • Language and cultural diversity
    • Different ages
  1. Dealing with difficult situations
    • Handling complaints effectively
    • Resolving problems
  1. Enhancing quality
    • Continuous improvement
    • Action planning
  1. Assessment activity
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