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Trafford Hospital - Central Manchester University Hospitals

Jane Grimshaw, the Head of Nursing at Trafford Division, Central Manchester University Hospitals, felt that a more focused approach to customer service training would be beneficial because their highest priority was person centred care and excellent patient experiences.

To achieve her aim, she worked alongside the Hospital’s education team, and together they were able to secure funding to implement a health and social care customer service training programme for nurses, support workers and clinical staff through the successful submission of a Post Qualification Learning Bid (PQL).

Once funding was in place the team chose Delivering Service Excellence in Health and Social Care as their preferred training course and two full day workshops were delivered by John Barlow, an Associate Welcome to Excellence trainer.

Tracey Claydon, Clinical Educator at the Hospital said ‘John was an exceptionally effective facilitator and he sustained the energy level throughout both sessions allowing no opportunity for participants to lose focus. He pitched the training at a level to suit everyone and built great rapport with all of those attending.’

Feedback from participants has been extremely positive and staff who had attended previous customer service training courses said there was ‘no comparison’ and the Delivering Service Excellence course was significantly better. ‘This was because the day was packed with valuable information and practical strategies that could be used in the workplace straight away - we were all fully engaged.’

The positive feedback has exceeded expectations and encouraged Trafford Hospital to consider rolling out the programme to other staff groups. Staff who attended now seem much more aware of how they communicate both verbally and non verbally and are determined to put their new skills into action during their working day. They are also sharing what they have learned with other colleagues so that patients have a really positive experience.

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