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Royal Bournemouth and Christchurch Hospital

The vision of Royal Bournemouth and Christchurch hospitals is to put patients first while striving to deliver the best quality healthcare. To assist with this vision, the hospitals decided to approach Welcome to Excellence to provide some focused service training for a number of their front facing staff.

Francesca Pingarelli, Leadership and Corporate Education Manager for the hospitals said “We chose Welcome to Excellence after hearing the excellent feedback from other Trusts who had undertaken the training. The fact that those participating in the Delivering Service Excellence in Health and Social Care course can attain a nationally recognised City and Guilds Award at Level 2 in Customer Service Delivery was also important to us as we believe in investing in our staff”.

The course has been designed to help participants provide world-class service to patients, other service users and partner organisations. The programme includes interesting instruction, group activities 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.

The hospitals recognise that 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. Members of staff in various front facing roles have undertaken the training with extremely positive results and the hospitals are planning to roll out the programme to other staff groups in the future and introduce more formal evaluations and impact exercises to demonstrate the benefit to the Trust.

Francesca concluded, “We are really impressed with the training programme, which was aligned to fit in with our trust values, and the useful tools and techniques that staff are learning to improve their customer service skills. The trainers are fantastic and the added assessment element is hugely beneficial. We look forward to more members of staff completing the training and sharing their new skills with colleagues, which can only benefit our patients.”

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