Delivering Service Excellence in Health and Social Care

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Delivering Service Excellence in Health and Social Care overview

This programme is designed for people who work in health and social care – a sector where excellent service and effective communications can make all the difference to the customer experience.

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You will look at how to:

  • identify the needs and expectations of patients, residents, their relatives, friends and carers, visitors and your colleagues
  • develop the skills needed to provide excellent customer service on a consistent basis
  • encourage effective internal communication and teamwork
  • deal with difficult situations more effectively
  • enhance your image and reputation
Full course details

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:
Service in health and social care
  • Why are we here?
  • Your experience of customer service
  • The benefits of customer service
Health and social care services
    • Health and social care organisations
    • Working in healthcare
    • Your organisation's offer to service users
Identifying needs and expectations
  • Understanding your service users
  • Meeting, managing and exceeding expectations
  • Expectations of healthcare
  • Influences on service expectations
  • Healthcare service trends
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
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
Dealing with difficult situations
  • Service user dissatisfaction
  • Reasons for service users becoming angry
  • Dealing with complaints
Promoting your organisation
  • Your role in promoting your organisation
  • Promoting products and services
Enhancing your service
  • The need for continuous improvement
  • Reviewing your performance
Course Prices

In-house course price: £900.00

Course delivery options

Open Course

Scheduled courses for individual bookings available in some locations.

In-House Course

Delivered exclusively for a business, organisation or project on a date and location of own choice.

Bespoke Course

Producing new or customising content to precisely match business, organisation, destination or project requirements.

Train the Trainer

Members of your team become accredited to deliver in-house courses for your business, organisation or project.


Enquire about this course

If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

Or you can contact us at:

023 8062 5533 [email protected]
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Not the right course for you?

We have a large range of courses to suit every business. If you would prefer something a bit more personal to you, get in touch! We are happy to tailor a course to your requirements.

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