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This masterclass aims to provide participants with the skills, knowledge, and best practices needed to excel in customer service within the NHS procurement sector. Through a comprehensive curriculum, participants will gain insights into understanding the needs of various stakeholders, effective communication strategies, and fostering strong relationships with suppliers and internal teams. Additionally, this course will address the importance of transparency, efficiency, and adherence to procurement policies and guidelines.
We will also explore the role of technology and data-driven decision-making in enhancing customer service within procurement. By discussing best practices for handling complaints, resolving conflicts, and promoting continuous improvement of the procurement process, we will empower participants to make a positive impact on the NHS and its patients.
By the end of this masterclass, participants will be well-equipped to deliver exceptional customer service in the field of NHS procurement, fostering strong relationships with stakeholders, and ensuring continuous improvement of the procurement process.
KEY LEARNING OBJECTIVES
- Develop an in-depth understanding of the NHS procurement process, its importance, and the role of customer service in ensuring its success.
- Identify and segment key stakeholders in the procurement process and assess their specific needs and expectations.
- Master effective communication strategies, including active listening, empathy, and tailoring communication for different stakeholders, to enhance customer service.
- Establish trust and credibility with suppliers and internal teams to foster strong relationships and facilitate successful procurement partnerships.
- Ensure compliance with procurement policies and guidelines while promoting transparency and efficiency in the procurement process.
- Utilize technology and data-driven decision-making to enhance customer service, optimize procurement strategies, and identify trends and opportunities for improvement.
- Learn best practices for handling complaints, acknowledging concerns, and implementing prompt resolutions to maintain stakeholder satisfaction.
- Develop conflict resolution skills to address disputes and challenges effectively, minimizing potential negative impacts on the procurement process.
- Implement continuous improvement strategies to monitor and evaluate procurement performance, incorporating feedback and learnings to drive better outcomes for the NHS and its patients.
- Apply the skills and knowledge gained in this masterclass to daily procurement activities, fostering a customer-centric approach to deliver exceptional customer service in the NHS procurement sector.
FACILITATOR
Perbinder Grewal is an accomplished healthcare leader, management consultant, and patient safety and human factors trainer with over 15 years of experience in managing the professional development of staff and improving operational effectiveness in healthcare organisations. He is well-known for his expertise in patient safety, human factors, risk management, and leadership in healthcare.
Perbinder holds an MBBS with Distinction from Imperial College School of Medicine, London, and a Bachelor of Science in Physiology & Pathology from the University of London. He has also completed a Postgraduate Certificate in Medical Leadership from the Open University and a Certificate in Public Health Management. He has a CMI Level 7 Diploma in Strategic Management & Leadership along with certificates in Emotional Intelligence and coaching.
In his distinguished career, Perbinder has developed and implemented medium and long-term strategies for training and development programs. As a consultant vascular surgeon, he has applied his extensive knowledge and skills to improve the effectiveness and efficiency of healthcare organisations. As a governance lead and patient safety lead, Perbinder has successfully managed multiple teams and delivered results in challenging environments.
Perbinder’s passion for education and training has led him to deliver lectures and masterclasses to over 500 participants on topics such as team leadership, change management, culture, stress management, coaching, and mentoring, both in the UK and abroad. He has facilitated learners to acquire knowledge, skills, and competencies in an effective and appealing manner, while chairing informative conferences and seminars.
As a leadership coach and patient safety & human factors trainer, Perbinder has designed and delivered bespoke learning and training programs to develop high-performance teams. He has coached and mentored healthcare professionals, helping them to excel in their careers and improve patient outcomes.
Join Perbinder Grewal in his upcoming training masterclass, where he will share his wealth of knowledge and insights on leadership, patient safety, human factors, and risk management. Learn from an expert who has been at the forefront of healthcare innovation and transformation, and discover how to apply these principles to enhance the performance of your team and organisation. Don’t miss this unique opportunity to learn from one of the best in the field!
Feedback from previous masterclasses facilitated by Perbinder includes:
“Brilliant and enlightening”, “Engaging Speaker”, “Inspirational”, “Best modelling of leadership”
“Perbinder is very insightful in the way he talks about all the specified topics like Motivation, Psychological Safety, Workplace cultures, Resilience, Mental Toughness and how that can all be connected to each other in relation to changing staff behaviours and attitudes”
