Open Course
Scheduled courses for individual bookings available in some locations.
Delivering Service Excellence in Health and Social Care has been designed to help participants provide world-class service to patients, other service users and partner organisations. 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 programme delivers a mix of lively instruction, group activity and self- assessment, enabling participants to develop an insight into the importance of customer service as well as showing them how to improve their own performance.
Delivering Service Excellence in Health and Social Care covers:
1
Service in health and social care
- Why are we here?
- Your experience of customer service
- The benefits of customer service
2
Health and social care services
- Health and social care organisations
- Working in healthcare
- Your organisation's offer to service users
3
Identifying needs and expectations
- Understanding your service users
- Meeting, managing and exceeding expectations
- Expectations of healthcare
- Influences on service expectations
- Healthcare service trends
4
Providing service excellence
- First impressions
- The healthcare experience
- The 'feel good' factor
- Internal customers
- Working successfully with your colleagues
- Delivering excellence to all your service users
- Legislation, policies, procedures and standards
- Wowing the service user
5
Communicating successfully
- Making a connection
- The communication process
- Inspiring confidence and building trust
- Body language
- Becoming a better listener
- Verbal communication
- Presenting information
- Maintaining confidentiality
- Telephone techniques
- Written communication
6
Dealing with difficult situations
- Service user dissatisfaction
- Reasons for service users becoming angry
- Dealing with complaints
7
Promoting your organisation
- Your role in promoting your organisation
- Promoting products and services
8
Enhancing your service
- The need for continuous improvement
- Reviewing your performance
