Patient Service Excellence in the NHS

Following the publication of the Mid Staffordshire NHS Foundation Trust Public Inquiry by Sir Robert Francis QC in February,the Secretary of State for Health Jeremy Hunt delivered the formal response of the Government on March 26th. The final Francis report made a total of 290 recommendations, and highlighted the need for improvements in a number of key areas including: transparency; accurate service information; compassionate nursing; no-tolerance with failure to meet standards; and a care-focused culture within the NHS. A culture of “zero harm and compassionate care” within the NHS is needed in order to prevent problems arising in the first place. This culture should have patient needs at its heart, no matter what.

Against a backdrop of unprecedented reform and an increasingly tough economic environment, most of the NHS and its workforce face constant pressure to continually deliver a value for money and exceptional level of service to a patient population that has ever increasing levels of expectations and requirements. Whilst many of us understand and deliver the basic necessities of traditional patient service practices, there are times when we have to deal with more challenging patient situations and patient behaviours that we are not accustomed to.

In our Patient Service Excellence workshop, we will help you to review and develop effective communication skills that can be used in any patient interaction, face to face, over the phone or in writing, to enhance the outcome. This is a highly interactive, experience-driven training class; you will not only have the chance to review your current patient service practices but will also be introduced to new models, skills and strategies that can be applied to even the most difficult patient interactions. You will have the chance to practice these in a safe environment before you take them back to your workplace.

Objectives

Learning Outcomes

• Describe the patient-NHS relationship in your organisation
• Describe and apply a model for all patient relationships
• Describe the behaviours required to create positive outcomes for your patients
• Identify 6 patient behaviour types and how these can be effectively accommodated
• Identify how you personally affect the patient relationship
• Develop a strategy for challenging inappropriate patient behaviour
• Identify and use a range of communication skills in a number of settings

18/07/2013 09:15 - 16:30