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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.

Individuals participating in this course can also attain a nationally recognised City and Guilds Award at Level 2 in Customer Service Delivery.

Delivering Service Excellence in Health and Social Care covers:
1
Service in health and social care
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
City & Guilds qualification information

By completing a short answer question paper individuals can gain a Level 2 Award in Customer Service Delivery. Successful candidates receive either a pass, merit or distinction and the qualification is 2 credits on the Qualification Credit Framework.

Course Prices

Open course price: £90.00

In-house course price: £900.00

Course delivery options

Open Course

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In-House Course

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Bespoke Course

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Train the Trainer

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Enquire about this course

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Or contact us if you need any help have an enquiry at:

023 8062 5533 welcometoexcellence@tourismse.com
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