Putting The Patient First
Training Workshop
Summary
This 1 day, onsite training workshop is aimed at all NHS staff. Focusing on customer care and communication skills, the agenda is designed to increase the awareness of the service user relationships, and its importance and impact on your organisation. Bespoke to your objectives, the programme will reflect on your organisational core values, ensuring the outcomes are successful and can be measured.
By the end of the day, participants will have a skill set that enhances their ability to:
- Understand the impact of their behaviour on others
- Learn how to handle challenging situations and people
- Develop effective communication techniques
- Understand patient expectations
- Identify how and why perceptions are formed
- Demonstrate a positive attitude
- Take ownership
Originally developed in direct response to the Francis Report recommendations, this workshop has evolved to further embrace the NHS People Promise, ‘to work together to improve the experience of working in the NHS for everyone.’
Further benefits of the Putting the Patient First Training Workshop include:
- Evidence to the CQC of your commitment to improving patient care through staff training
- Contributes towards achievement of the Knowledge and Skills Framework
- Development of Action Plans
- CPD accreditation
Detailed Information
This is a 1 day workshop that can take place either onsite on your premises, or on a virtual platform. It is aimed at NHS professionals, reinforcing customer care best practice so patients receive the best possible experience through our people, always Putting the Patient First.
Length of workshop: 1 day – start and finish times to suit individual organisations
Number of attendees: Minimum 8 / Maximum 16
Cost: £1,500 which includes all materials and CPD certificate of attendance to contribute to members’ continued professional development.
About the workshop:
- Bespoke to each organisation’s needs – looking at your requirements and ensuring the content reflects your objectives and that the outcomes are successful and can be measured.
- Participative in nature and specifically designed to increase the awareness of service user relationship building and its importance to the organisation.
- Using exercises and various other materials including self-assessment tools which will help to challenge behaviours and attitudes, helping promote an excellent service to all service users and work colleagues.
- Length of workshop: 1 day – start and finish times to suit individual organisations
Who is this workshop aimed at?
This workshop is aimed at all NHS staff and provides the necessary skills and tools for them to take back to the workplace and implement immediately. From trainee and qualified medical staff, to front of house staff and administrators. Any member of staff who communicates with patients, co-workers and stakeholders are welcome to attend.
The workshop is designed to look at an individual’s attitudes and behaviours, and how they impact on the provision of service to both service users and colleagues.
Content includes:
- Understanding the impact of your own behaviour on others
- How to handle challenging situations and people
- Effective communication techniques
- Understanding and managing patient expectations
- Identifying how and why perceptions are formed
- Proactive versus reactive behaviour
- Demonstrating a positive attitude
- Taking ownership
Case Studies and Testimonials
South Tees Hospitals NHS Foundation Trust asked NPAG to deliver Putting the Patient First Training Workshops. The Trust received 14 successful training days with NPAG.
Following Patient Experience surveys and interviews, an area of concern identified by service users was the attitude of some of our receptionist staff. Users advised us that they felt ignored, a nuisance, that there was lack of a smile or eye contact. This was contrary to the Trust’s philosophy “Of Putting the Patient at the Centre of everything we do” and as reception is the window to the organisation it was not a perception that the Trust wanted for our users. As a result, the Organisation wished to pursue Compassionate Customer Care Training, initially for our receptionist staff.
An internet search identified several companies which would provide this training; evaluations of those lead us to choose NPAG. Following discussion with Sheila Fisher, the course deliverer, a bespoke course was developed which concentrated on behaviours and impact of those on our service users. Sheila was very committed to working with us to develop the course around our Trust core values.
We had 14 days of training delivered by Sheila with demand for attendance outstripping capacity. Feedback from attendees has been extremely positive with the message spreading to more staff who are asking for the opportunity to attend training. The wish to attend has spread beyond receptionists and has been opened more widely. More than 95% of attendees rated the course as excellent or very good and a frequent comment has been that it is the best course ever attended.
NPAG has been great to work with and we would highly recommend them to any organisation wishing to offer similar training to their staff.
Bespoke Workshops
NPAG can also provide bespoke on-site workshops for your own organisation. Increasing in popularity, on-site workshops ensure staff do not have to travel long distances, minimise time away from their roles and most importantly, ensure that the training is tailored specifically to meet your organisational requirements.
To discuss your training needs, please contact us.
NPAG work with The CPD Certification Service to provide clients with formal evidence of continuing professional and personal development.