Delivering Service Excellence in Health and Social Care

This is a one-day interactive, training programme designed for front-line staff in the health and social care sector. We can deliver this as an in-house training programme, or brief your trainers to enable them to deliver it to your employees and provide all of the required training materials.

Learning outcomes

The training programme aims to enable participants to:

  • identify what their organisation has to offer service users
  • understand who their service users are and what they need and expect
  • meet, manage and, whenever possible, exceed service user expectations
  • identify the key elements of customer service excellence
  • create a positive impression and enhance the image of their organisation
  • choose appropriate behaviour for different customer service situations
  • ensure their service delivery complies with relevant legislation, policies, codes of conduct and organisational procedures
  • work with their colleagues to deliver excellent service on a consistent basis
  • communicate and establish rapport with service users – face-to-face, on the telephone and in writing
  • identify methods of promoting their organisation and acting as an ambassador for its services
  • deal effectively with situations where service user expectations have not been met
  • review their performance and plan for service improvement.

Programme content

1. Introduction

  • Service in health and social care
  • Why are we here?
  • What do you want to achieve?
  • Your experience of customer service
  • The benefits service excellence

2. Health and social care services

  • Health and social care organisations
  • Working in healthcare
  • Your organisation's offer to service users
  • Are you the expert?
  • Responding to requests

3. Identifying needs and expectations

  • Understanding your service users
  • Meeting, managing and exceeding expectations
  • Expectations of healthcare
  • Influences on service expectations
  • Healthcare service trends
  • Expectations where you work
  • Gaining a competitive edge

4. Providing service excellence

  • What is service excellence?
  • Characteristics of service excellence
  • Creating a positive impression
  • The healthcare experience
  • Choosing your behaviour
  • The ‘feel good’ factor
  • Internal customers
  • Working successfully with your colleagues
  • Delivering excellent service to all your service users
  • Legislation, policies, procedures and standards
  • Wowing the service user

5. Communicating successfully

  • Making a connection
  • The communication process
  • Choosing your words
  • Inspiring confidence and building trust
  • Vocal communication
  • Body language
  • Are you a good listener?
  • Asking the right questions
  • Presenting information
  • Maintaining confidentiality
  • On the telephone
  • Putting it in writing

6. Dealing with difficult situations

  • Difficult situations
  • Service user dissatisfaction
  • Handling a complaint
  • Challenging situations
  • Reasons for service users becoming angry
  • Aggressive, defensive/passive and assertive responses
  • Obtaining and using feedback

7. Promoting your organisation

  • Your role in promoting your organisation
  • Acting as an ambassador
  • Promoting products and services
  • Features and benefits

8. Enhancing your service

  • The need for continuous improvement
  • Reviewing your performance
  • Planning for service improvement

If you are interested in booking this course, please call us.

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