This masterclass, facilitated by Faisal Ahmed, Governance Specialist Trainer, provides knowledge and skills to staff in providing patients and service users a positive experience when receiving care in the Health and affiliated sectors.
The masterclass focuses on exploring the techniques and key factors that facilitate staff members in providing a positive patient experience. We will address and manage barriers to providing good customer care and evaluate the link between good customer care and potential negative outcomes such as complaints and litigation. We will examine the importance and impact on good customer care in light of COVID – 19.
Customer Care is a pivotal aspect to positive engagement with patients, service users and visitors. Indicators of customer care range from staff attitude, dress code, name badges and tone of voice. Current circumstances have
dramatically affected in the way we communicate with patients particularly as face to face contact has significantly reduced. Other mediums of contact with patients such Skype have focused greater emphasis on certain types of communication than others.
Obtaining feedback from patients through mechanisms such as the ‘Friends & Family Test’ (FFT) is integral to organisations being able to amend their practices to positively affect patient experience. Around 9 out of 10 patients give positive feedback about NHS services when completing the FFT (www.nhs.uk)
Listening to the views of patients and staff helps identify what is working well, what can be improved, and how. (England.nhs.uk)
We are now offering many of our masterclasses as virtual online courses; find out more about our other Virtual Training programmes here.
