Customer Service Excellence in UK Healthcare Settings

Description

Great healthcare is about more than clinical care, it's about creating positive experiences for every patient.

This practical course will help you build the confidence and skills to communicate effectively, handle challenging situations professionally, and deliver compassionate, high-quality service. This course covers customer service excellence across primary, secondary & community healthcare.

Whether you're new to healthcare or looking to strengthen your customer service expertise, you'll gain valuable techniques that can be applied immediately to improve patient satisfaction and support better outcomes.

Learn at your pace, most learners will complete the course in 8–12 weeks, spending around 1–2 hours per week to master the content and complete their assessment to receive their Certificate.

You will receive 180 days of access to the content to complete the course and your assessment.

What You’ll Learn

By the end of this course, you will be able to:

✅ Deliver compassionate, patient-centred customer service in healthcare settings.

✅ Communicate confidently and professionally with patients, families, and colleagues.

✅ Build trust through active listening, empathy, and effective communication.

✅ Recognise and manage conflict using proven de-escalation techniques.

✅ Collaborate effectively across departments and healthcare teams.

✅ Use feedback, reflection, and quality improvement tools to enhance service delivery.

✅ Understand the link between customer service, CQC standards, and regulatory compliance.

✅Develop a personal action plan for continuous professional improvement.

Modules at a Glance

Module 1: Introduction to Healthcare Customer Service

Discover the foundations of outstanding customer service in healthcare, including compassionate care, patient expectations, and the impact great service has on patient outcomes.

Module 2: Effective Communication Techniques

Develop the communication skills needed to build trust, improve understanding, and create positive patient experiences through verbal, non-verbal, and written interactions.

Module 3: Handling Difficult Situations & De-escalation

Learn how to recognise conflict early, remain calm under pressure, and use practical de-escalation techniques to manage challenging situations with confidence and professionalism.

Module 4: Internal Customer Service & Professionalism

Explore the importance of teamwork, interdepartmental communication, professional boundaries, and supporting colleagues to deliver seamless patient-centred care.

Module 5: Service Quality & Continuous Improvement

Understand how feedback, quality assurance, reflection, and personal accountability contribute to continuous improvement and exceptional service delivery.

Module 6: CQC and Customer Service Accountability

Gain an understanding of CQC standards and discover how excellent customer service supports regulatory compliance, patient safety, and high-quality care.

Module 7: Summary and Assessment

Consolidate your learning, reflect on key takeaways, create a personal action plan for service excellence, and complete your end-of-course assessment.

The Learning Experience

🎧 Audio Learning

Learn from expert-led audio lessons, real healthcare stories, professional reflections, and patient experiences designed to bring key concepts to life.

📖 Interactive Learning Modules

Work through engaging, self-paced lessons packed with practical guidance, examples, and real-world healthcare applications.

🩺 Healthcare Case Studies

Explore realistic healthcare scenarios that demonstrate both excellent and poor customer service, helping you apply learning to everyday practice.

💭 Reflective Activities

Strengthen your professional practice through guided reflection exercises designed to encourage self-awareness and continuous improvement.

💬 Forum Discussions

Share experiences, discuss key topics, and learn from fellow healthcare professionals in a supportive online learning community.

✅ Knowledge Checks

Test your understanding throughout the course with interactive quizzes and scenario-based questions.

🎭 Role-Play & Real-World Scenarios

Practise communication, conflict resolution, and de-escalation skills through realistic workplace situations.

🔍 Practical Activities

Apply your learning through matching exercises, problem-solving activities, and workplace-focused tasks that reinforce key concepts.

📝 Personal Action Planning

Create your own plan for improving customer service skills and delivering excellence in your healthcare role.

🏆 Assessment & Certification

Demonstrate your knowledge through a final assessment and gain recognition for your achievement upon successful completion.

Who Should Enrol?

This course is ideal for those working in:

✅ Receptionists & Front of House Staff

✅ Healthcare Assistants (HCAs)

✅ Medical Secretaries & Administrators

✅ GP Practice Staff

✅ Patient Experience Teams

✅ Care Coordinators

✅ Ward Clerks & Support Staff

✅ Dental Practice Teams

✅ Pharmacy Support Staff

✅ Community Healthcare Workers

✅ Care Home & Residential Care Staff

✅ Nurses, Allied Health Professionals & Clinical Staff

✅ Team Leaders & Supervisors

✅ Anyone working in a patient-facing healthcare role

Is there any funding available?

Eligible individuals employed in General Practice within Humber and North Yorkshire may access NHSE funding opportunities, available via the Primary Care Workforce and Training Hub.

Details of applicable funding options and eligibility can be found below, or in this document. If you are unsure or have any queries, please contact the Humber and North Yorkshire Training Hub on hnyicb.traininghub@nhs.net who will be happy to help advise.

If you are eligible for a funded place, please select the relevant ‘Funded' option at the checkout, and you will not be charged. As places on each date are limited, each eligible person may book with funding on only one date per course – if you wish to swap dates, please cancel your initial booking before re-booking another date. To avoid funding waste, multiple bookings for the same individual, non-attendance without cancellation, or short notice cancellation (except in exceptional circumstances) will not be funded. Eligibility will be checked for all funded bookings, if it is determined that you have incorrectly claimed eligibility for funding, an invoice for the full course fee will be issued.

> CPD Funding for Nurses, NAs & AHPs

This course can be available utilising NHSE CPD funding for eligible individuals (Nurses, NAs and Allied Health Professionals). To be eligible, the person attending must be:

· A Nurse, Nursing Associate, or Allied Health Professional (e.g. Paramedic/Physiotherapist – full AHP list detailed here)

· Employed by a General Practice/ PCN within Humber and North Yorkshire

· Have not chosen to claim an individual CPD funding allowance for 2025/26 instead of accessing funded training

· Have not already exceeded the fair-share limit of two CPD funded courses with Academicare between Sept. 2025 - Sept. 2026 (unless on the New-to-Practice Nursing Foundation Programme)

Please visit: CPD Funded Training - Training Hub to learn more.

If you are eligible for a ‘CPD funded’ place, please select the 'Funded' option at the checkout.

Join our course NOW!

We cannot wait to meet you!