New course from Welcome to Excellence puts patient experience centre stage from theatre to nursing home

Welcome to Excellence, the UK’s largest provider of customer service training courses, has developed a new programme to ensure that health and social care professionals are equipped with the necessary skills to deliver service excellence within their industry.

Entering a health or social care organisation can be a daunting and often alien prospect for many patients, leaving them and their family feeling vulnerable and out of their comfort zone. How a patient or their family and carers are treated by healthcare professionals, both in terms of the care and understanding they receive, and the level of patient experience they can expect, can do much to affect their well-being and quality of life.

With a long standing reputation of delivering a range of award winning customer service training courses to the hospitality, tourism and transport industries, Welcome to Excellence’s move to the health and social care sector reflects the growing importance of the patient experience and the increased accountability faced by management teams within public and privately funded healthcare organisations.

The new course, ‘Delivering Service Excellence in Health and Social Care’ is designed to help participants provide world class service to patients, other services and partner organisations, and ensure effective communication in a sector where a little extra comfort and understanding can make all the difference to the patient experience.

Key areas of the course include:

-       Knowing what your users want and expect

-       Making every experience a positive one

-       Inspiring confidence and communicating information clearly and effectively

-       Assessing difficult situations, dealing with complaints and learning from feedback

Delivered through a lively mix of group instruction and self-assessment, this one day course can lead to participants’ achieving a recognised Level 2 City and Guilds Award in Customer Service Delivery.

Commenting on the course and the importance of the patient experience within the running of health and social care organisations, Sue Gill FCIPD, Head of Skills and Training at Welcome to Excellence, says: “Delivering a positive patient experience is the responsibility of all those involved in providing health and social care, from the hospital boardroom to the patient’s bedside. One of the uniting factors of all workers within care industries is that they demonstrate behaviour that is consistent with high standards of care and compassion, identifying the needs and expectations of patients, residents, their relatives, friends and carers. All too often the complex and highly pressurised world of health and social care provision can make maintaining the focus of delivering an excellent patient experience difficult. The new course from Welcome to Excellence aims to ensure a consistent approach for all those working within the care industries and enhance the image and reputation of the establishment.”

Cheryl Mitchell, Patients Project Coordinator at Derby Private Health, who have undertaken the DSE in Health and Social Care course added:

“As a newly opened private patient unit within an NHS hospital, we felt that customer service had to be foremost in our business plan as a necessary tool for survival and growth. It is a vital component and can be the ‘difference maker’ in whether a person chooses our PPU over another. Our goal had to be to provide this training to our staff and heighten awareness of the role each member plays in the image of the organisation.

“Welcome to Excellence has an unrivalled reputation for excellence and success and I felt confident that they would be the perfect training provider. The training materials and the support I received were of exceptional quality and have enabled me to deliver training that is relevant, sustainable and valuable to our staff.”

As part of the launch of the new ‘Delivering Service Excellence in Health and Social Care’ course, Welcome to Excellence is offering organisations an introductory offer of £850 + VAT for an in-house course of up to 16 delegates.  Please enquire to book or for further details.

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