Customer service and colleague interaction in a healthcare setting has a unique set of challenges specific to providing a first-rate healthcare service and ensuring customer/colleague satisfaction and wellbeing .
Amongst these challenges are such issues as, high volume of calls and emails, and management of people who may be stressed, distressed or in crisis

Furthermore, those staff who work on telephone answering services or through email have the additional challenge of not being able to communicate face to face.
This Excellence in Communication and Customer Service programme enables participants to have an understanding of what makes for a good customer-service/colleague experience, how to deliver excellent service over the telephone and by email, how to support callers who might be stressed or distressed and manage sensitive situations, as well as how to take care of themselves while caring for others

It is of vital importance that all staff responsible for administration of medication receive appropriate training and can demonstrate that they are competent in this area of practice.

This course is designed to follow organisation policy.

Target group

All stakeholders, including staff in health, care, education or other services, who may in the course of their

work encounter a person who might lack the capacity to consent to arrangements that may give rise to a

deprivation of their liberty, and who require general awareness of the LPS within the context of the wider

MCA. This competency group may include non-operational roles that would benefit from a general

understanding of the LPS and other roles, including carers, family, friends or advocates of a person who is

subject to the LPS process and may wish to learn more about it.

Target group

Clinical staff and supervisors or managers of staff or volunteers in Competency Group A, who may need to identify when a

person may be deprived of their liberty, and when authorisation may be required to protect their rights under the LPS.

Whilst the LPS process may be triggered as part of care or treatment planning, some individuals may need to know how to

make a referral to the Responsible Body, so that it can arrange for the relevant assessments to be carried out. This might

include managers of care homes or other adult social care services, children’s residential care home managers or clinical

staff in health services.

This is a three hour session which examines in more detail some of the challenges faced by people with neuro diversity 

Course Overview:

This course introduces healthcare professionals to the After Action Review (AAR) process—a structured debriefing method that encourages reflective learning, identifies gaps, and drives actionable improvements. Participants will learn to facilitate AARs in diverse clinical and administrative settings to enhance patient safety and operational outcomes.

An After Action Review (AAR) is a structured discussion conducted after an event to analyse what occurred, why it happened, and how improvements can be made, based on the perspectives of those involved. AARs serve as both an investigative and learning tool within the Patient Safety Incident Response Framework (PSIRF). There will be an increased emphasis on informing and involving patients in AARs, aligning with national guidance. NHS England highlights the importance of engaging patients, families, and staff appropriately following a patient safety incident and ensuring their involvement in any subsequent investigation.

This course is aimed at those who wish to facilitate and gain better understanding of AAR reviews and those who are part of an AAR team.

“An after action review method of evaluation usually takes the form of a facilitated discussion following an event or activity. It enables understanding of the expectations and perspectives of all those involved, and it captures learning, which can then be shared more widely.” NHS England

“AAR is a structured facilitated discussion of an event, the outcome of which gives individuals involved in the event understanding of why the outcome differed from that expected and the learning to assist improvement. AAR generates insight from the various perspectives of the MDT and can be used to discuss both positive outcomes as well as incidents.” - Patient Safety Incident Response Framework supporting guidance NHS England 2022

This 2 hour session fulfils the education competencies required by the Skills for Health COre Skils Training Framework

Duration : 6.5 Hours
Accreditation : 6 CPD
Availability: In house only

Communicating with people who maybe be experiencing some form of personal difficulties and who may be in a situation which is causing them distress has a unique set of challenges which need to be managed to provide a first-rate healthcare service

Management of people who may be in crisis, including those who have suffered recent loss and who are receiving bad news requires a particular skill set to ensure that safety and security are paramount.

This programme enables participants to understand what makes for a good professional relationship, how to deal with potentially difficult situations and diffuse them, and how to take care of themselves.