Delivering Service Excellence in Health and Social Care

Customer care training course

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.

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

For booking enquiries please contact your local Welcome to Excellence manager


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:

  1.  Service in health and social care
  1.  Health and social care services
    • Health and social care organisations
    • Working in healthcare
    • Your organisation's offer to service users
  1. Identifying needs and expectations
    • Understanding your service users
    • Meeting, managing and exceeding expectations
    • Expectations of healthcare
    • Influences on service expectations
    • Healthcare service trends
  1. 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
  1. 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
  1. Dealing with difficult situations
    • Service user dissatisfaction
    • Reasons for service users becoming angry
    • Dealing with complaints
  1. Promoting your organisation
    • Your role in promoting your organisation
    • Promoting products and services
  1. Enhancing your service
    • The need for continuous improvement
    • Reviewing your performance


Course prices

Open course price: £90.00

In-house course price: £900.00

Course reviews

'Very interesting. Cheryl was a very good trainer'
'Really enjoyable and informative. I will take a lot away from the training'.
Derby Private Health 

Course dates

For more information call 023 8062 5439 or click here to email

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