Delivering Customer Excellence

Established on 1st April 2011 as a result of a merger between provider arms of Hounslow PCT and Richmond PCT, Hounslow and Richmond Community Healthcare NHS Trust (HRCH) is one of 16 community healthcare trusts in England and only one of two trusts of this type in London.

They employ around 1000 predominately clinical staff, comprising of district nurses, physiotherapists, audiologists, podiatrists and psychologists. The major organisational objectives for the organisation for the next 12 months include achieving Foundation Trust status. In order to realise their ambitions and enable people to live healthier and more independent lives; the trust recognise that it is critical to place high-quality integrated care at the heart their thoughts and actions.

The Challenge

After a rigorous tender process, HRCH chose Juice Learning to develop and deliver a bespoke programme with a focus on changing the behaviours of support staff in patient-facing roles. Specifically the programme objectives included:

  • To understand principles of best practice for customer care
  • To change behaviour around providing excellent customer care for both patients and other customers i.e. colleagues, commissioners, GPs etc.
  • To increase confidence in challenging poor customer care if observed within the Trust

Our Solution

As usual, the secret of our successful delivery was in the preparation. Andy Thomas, our Patient Experience specialist spent valuable time at a number of different sites getting to know the organisation. He worked closely with the trust to design a series of half-day sessions which appealed to our delegates preferred learning styles as well as delivering against a precise list of objectives.

From the moment our delegates arrived, our aim was to challenge their perceptions of service and help them question the impact that their own attitude has on their behaviour.

Andy delivered a session which addressed a number of areas to help our delegates understand:

  1. The wider impact of poor and good customer service.
  2. How our perceptions drive our behaviour.
  3. How to deal with challenging issues.
  4. What skills we need to deliver excellence as standard.

The theatrical elements of the session featured a cast of local actors who delivered scenes that were familiar, engaging and highly stimulating. As a critical component of our training, theatre allows us to reflect some of the attitudes and behaviour that Andy had witnessed during the consultation process and use these as a springboard for reflection and discussion. The end result was a memorable and challenging session that will have a lasting benefit for  the trust and take them another step further towards their long-term success and achieving foundation status.

Hounslow and Richmond Community Healthcare NHS Trust (HRCH)

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