Customer Service Essentials in Healthcare

M&K Update Ltd
Delivery Method: Face-to-face

This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

The course is suitable for all those involved in the provision of healthcare.

"Excellent and informative course, would recommend to any healthcare professional."

"A thought provoking day, with sound ideas to improve customer care in practice."

"A great day, great course, should be compulsory."

COURSE CONTENT
  • National Expectations
  • Care Quality Commission
  • Commissioners
  • the NHS Constitution
  • Building Rapport
  • Identifying different methods of communication
  • Improving your communication skills:-
  • Face to face
  • Over the telephone
  • Personal impact, how do people perceive you?
  • Managing conflict
  • Understanding your conflict style
  • Why does conflict occur?
  • Reflecting on conflict situations- could we have handled them better?
  • Dealing with difficult people & situations
AIMS / OUTCOMES
  • Fully appreciate the importance of their role in providing an excellent service to patients and their relatives
  • Know what excellent service is and how to deliver it
  • Understand how they can contribute to the reputation of the organisation
  • Develop effective communication skills when dealing with different types of personality
  • Feel confident in using appropriate behaviour when dealing with challenging situations

Dates available on arrangement

M&K Update Ltd can also create this course for you on arrangement at your workplace.

Inhouse training (at your location) for groups, our fees are per course and we stipulate a course maximum capacity (there is no minimum number)
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Face-to-face
£160.00 (inc VAT)
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All prices include VAT where applicable