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Customer care and lasting impressions

Course description

This course will cover the following topics:

what impressions do our patients and visitors have of UHSFT?
why this is important?
how this might this change during or after their visit to us?
how well do we treat our colleagues and other departments?

Learners will also consider the types of issues that cause complaints and discuss how these should be handled effectively. Monitoring of standards is also explored.

The concept of increasing patient choice and rising expectations with patients and relatives will be discussed, along with how ineffective customer care may affect not only the reputation of an individual department, but also UHSFT's reputation.

Aims and outcomes

Target audience

This course is open to all members of staff and will explore the importance of creating a good lasting impression and give advice on how to provide effective customer care

Prerequisites

Course type

Classroom

Course length

One hour 15 minutes

Course facilitator(s)

Jane Carter

023 8079 5060

Jane.Carter@uhs.nhs.uk|

Course administrator(s)

Lin Early

023 8079 4951