Twenty staff members are part of the first cohort of two new customer services programmes, which includes acting as ‘learning buddies’ for participants.
As part of Everyone Matters, a short life working group was set up to identify what training was currently available in customer service skills and to look at the best way of providing different levels of knowledge and skills training for staff across NHS Forth Valley who have a role in delivering high quality ‘customer service’.
The programmes will initially run as pilots and there are two options currently available. The first involves delegates participating in a one day face-to- face interactive Values Based Customer Service Skills programme delivered by Kay Training. The programme has been designed with NHS Forth Valley and providing the pilot is successful, it is anticipated that we can deliver this in-house via designated Customer Service Champions.
The second option works with Customer Service Professional (CSP), through Renfrewshire Council, to offer two levels of online customer service skills training. Candidates will complete an online accredited programme, supported by a Workplace Buddy, at either Award (SCQF Level 5, SQA Level 2) or Certificate (SCQF Level 6, SQA Level 3) level.
NHS Forth Valley is one of the first local boards to pilot this programme. An induction day took place at Forth Valley Royal Hospital where the staff members were introduced to the course by Chairman Alex Linkston, who is a keen advocate of excellence in customer service, and also Michael Moran and Stacy Hays, from Renfrewshire Council who are the course facilitators.