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Customer Care in the NHS

Duration ½ day


The NHS White Paper, Equity and Excellence: Liberating the NHS, sets out the Government's long-term vision for the future of the NHS.  This paper highlights topics which include:-


  • putting patients at the heart of everything the NHS does;
  • focusing on continuously improving those things that really matter to patients


Following on from our successful two-day ILM Endorsed - NHS Customer Service Excellence programme delivered within hospitals, GP practices/surgeries and clinics over the past year, Adapt has developed a new, intensive ½ day workshop which offers delegates a comprehensive understanding of key Customer Care issues/challenges within NHS organisations.    


This new programme gives practical advice and support to all those working within the NHS who have direct contact with patients.



Course Content


Understanding Customer Care


  • The principles and importance of excellent customer care
  • Identifying the “customer” within the NHS
  • Customers’ needs, demands, expectations and perceptions
  • Improving the patient experience




  • What makes communication effective
  • The power and the pitfalls of verbal and non-verbal communication
  • Questioning and listening skills
  • Conveying a positive, professional image