Putting the Patient First: Customer Care & Communication Skills in the NHS Onsite Training Workshop

“The patients must be the first priority in all of what the NHS does. Within available resources, they must receive effective services from caring, compassionate and committed staff, working within a common culture”  Francis Report, 2013

A one day workshop for NHS professionals, reinforcing customer care best practice so that patients receive the best possible experience through our people, always Putting the Patient First:

  • Understanding the impact of your own behaviour on others
  • How to handle challenging situations and people
  • Effective communication techniques
  • Understanding and managing patient expectations
  • Identifying how and why perceptions are formed
  • Proactive versus reactive behaviour
  • Demonstrating a positive attitude
  • Taking ownership

“The lasting legacy that NHS England can give back to the patients and families who suffered in Mid-Staffs is to make the NHS the safest healthcare service in the world.

We need to embrace transparency and learning, unequivocally and everywhere, so as to build trust with the public and knowledge within the NHS. We need to embed compassion in every part of the NHS,  placing patients’ wellbeing at the centre of every   decision we make.  And we need to involve patients, their families and carers as much as possible in that process.

We can never be complacent and must continue to listen to the people we care for and to staff who are responsible for that care so we can continually improve.” Jane Cummings, Chief Nursing Officer for England and NHS England Chief Nurse

This workshop can be used as evidence to the CQC of your commitment to improving patient care through staff training.
We undertake the training conveniently at your Trust.
Contributes towards achievement of the Knowledge and Skills Framework.

Please download a copy of the Putting the Patient First flyer here. For additional information and to discuss your training requirements, please contact Marie Cherry.

What our clients said:

“The tutor was very good. She had examples  case studies for almost every slide. That helped to see the attitude/behaviors in a better light.” Hounslow & Richmond Community Healthcare NHS Trust, Delegate

“The course takes into context every aspect of the patients views & makes you realise what it is like to be in their shoes.” The Huddersfield Road Partnership, Delegate

Even though I have worked for the NHS for approx. 28 years & dealt with people both face-to-face and on telephone, this workshop still made me think about my own communication skills etc. I found this extremely useful & informative & would recommend this workshop to other colleagues, including GPs!”  Dr Tyreman & Partners, Barnsley, Delegate



“Following Patient Experience surveys and interviews an area of concern identified by service users was the attitude of some of our receptionist staff. Users advised us that they felt ignored, a nuisance, that there was lack of a smile or eye contact. This was contrary to the Trust’s philosophy “Of Putting the Patient at the Centre of everything we do” and as reception is the window to the organisation it was not a perception that the Trust wanted for our users. As a result the Organisation wished to pursue Compassionate Customer Care Training, initially for our receptionist staff.

An internet search identified several companies which would provide this training; evaluations of those lead us to choose NPAG. Following discussion with Sheila Fisher, the course deliverer, a bespoke course was developed which concentrated on behaviours and impact of those on our service users. Sheila was very committed to working with us to develop the course around our Trust core values.

We have now had 14 days of training delivered by Sheila with demand for attendance outstripping capacity. Feedback from attendees has been extremely positive with the message spreading to more staff who are asking for the opportunity to attend training. The wish to attend has spread beyond receptionists and has been opened more widely. More than 95% of attendees rated the course as excellent or very good and a frequent comment has been that it is the best course ever attended.

NPAG have been great to work with and we would highly recommend them to any organisation wishing to offer similar training to their staff.”


Putting the Patient First Client

South Tees Hospitals NHS Foundation Trust