Delivering Service Excellence in Health and Social Care

Delivering Service Excellence in Health and Social Care is designed to help deliver the best possible service to patients or residents. It is key to a good service in the sector where many people are often already stressed with health problems

Individuals that complete this course can also attain a City and Guilds Award at Level 2 in Customer Service Delivery.

The course covers:

1.  Service in health and social care

2.  Health and social care services
   • Health and social care organisations
   • Working in healthcare
   • Your organisation’s offer to service users

3. Identifying needs and expectations
   • Understanding your service users
   • Meeting, managing and exceeding expectations
   • Expectations of healthcare
   • Influences on service expectations
   • Healthcare service trends

4. Providing service excellence
   • First impressions
   • The healthcare experience
   • The ‘feel good’ factor
   • Internal customers
   • Working successfully with your colleagues
   • Delivering excellence to all your service users
   • Legislation, policies, procedures and standards
   • Wowing the service user

5. Communicating successfully
   • Making a connection
   • The communication process
   • Inspiring confidence and building trust
   • Body language
   • Becoming a better listener
   • Verbal communication
   • Presenting information
   • Maintaining confidentiality
   • Telephone techniques
   • Written communication

6. Dealing with difficult situations
   • Service user dissatisfaction
   • Reasons for service users becoming angry
   • Dealing with complaints

7. Promoting your organisation
   • Your role in promoting your organisation
   • Promoting products and services

8. Enhancing your service
   • The need for continuous improvement
   • Reviewing your performance