Customer Care

NHS Elect Customer Care Programme

• Are you looking to motivate your team and sharpen your customer focus?
• Would you like to increase referrals, lower staff turnover and build stronger customer relationships?
• Good customer service is the cornerstone to successful organisations. What’s more it costs significantly more to deal with formal complaints that have not been resolved at local level so why not ensure staff are engaged in the satisfaction and loyalty of your customers?

Diagnostic Stage

We will work with you to identify current behaviours and cultural perceptions through a range of different tools including observation of the patient journey and key interactions, focus groups, patient questionnaires, structured interviews with staff and customers as well as analysing existing patient feedback.   At the end of this process our members receive:-

• Feedback as to what is good, and what is not as good, about their relationships with key customers
• Identification of areas on which to focus improvement
• Commitment to the concept of customer driven culture rather than service
• An action plan outlining next steps and desired outcomes.

The Programmes

Building on the expertise of the US healthcare sector and some of Britain’s most successful public sector organisations, NHS Elect has designed a set of diagnostic tools and training interventions to help clinical and non-clinical front line teams identify the key steps they need to take to develop a sustainable strategy to achieve sustainable customer satisfaction.

NHS Elect’s unique and bespoke customer care training programme supports today’s busy managers with compact sessions that take just half a day to deliver. It is a convenient, low-cost training programme that meets the unique needs of the NHS, those who are challenged with transforming their customer service and customer relationship management into a competitive advantage.

See some of the work NHS Elect has done with its members including feedback on how staff have agreed to take this learning back out into the workplace.

For more information contact Sue Kong at sue@nhselect.org.uk