Improving Care & Communication in the NHS- The Positive Patient Experience

Does a smile really matter?

Here at The Christie, we pride ourselves on treating people with dignity and respect and ensuring we provide the best possible patient experience.

This 2 hour seminar has been developed to enhance every patient, carer and other customers’ personal experience of coming into a health care setting for the first time and focuses on 3 key areas

- First impressions

- First interactions

Introduction

This 2 hour seminar is targeted at those staff that do not have the opportunity to consider patient experience and customer care as part of normal training for their role.

The session is designed to develop the skills of these staff who play an important part in service delivery and are often the first people whom patients encounter

Topics Covered

- Challenging or difficult situations

- Understanding others

- Positive behaviours and attitudes

- Communication

- Body language

- “Why don’t we get it right every time?”

Intended Audience

This session is relevant to all staff, particularly those who do not have the opportunity to consider patient experience and customer care as part of normal training for their role. This includes porters, security, domestics, receptionists, community staff and other non-patient facing administrators

Relevant to all staff including:
- Porters
- Security
- Domestics
- Receptionists
- Non-patient facing administrators

This includes staff working in hospices, GP surgeries, nursing/residential homes and social care environments

Booking Terms & Conditions:

1. Your place will only be confirmed once The Christie receives payment or the production of an official purchase order (PO) to confirm that your trust are willing to pay your delegate fees.
2. Once your place is confirmed, you will be sent a confirmation email informing you of your place. Bearing this in mind, please ensure that your email address is correct.
3. Should you need directions to The Christie, they can be found: http://www.christie.nhs.uk/patients-and-visitors/visiting-the-christie/directions-and-transport/
4. Payment should be made before the course commences. If this does not occur, we reserve the right to cancel a booking in the case of non-receipt of payment prior to the day of course.
5. In the event of a cancellation, you or your employer will be charged the full fee if you do not inform the course organisers at least 5 working days before the event.
6. There will be an administrative charge of £30 for all cancellations unless a replacement delegate is identified.
7. It is the responsibility of the representative booking the training course(s) to ensure that the event organisers are informed of any access requirements.
8. A list of nearby accommodation can be found via the following link: http://bit.ly/2hOQL4r