Level 2 Improving Service User Experience in Health and Social Care



Would any of your learners benefit from completing one of our customer service qualifications?

This qualification is ideal if any of your learners wish to develop their knowledge and understanding in order to work with customers within the health and social care sector. In this context, ‘customers’ refers to both internal and external customers, including people who use services, their supporters, visitors, health professional and providers of other services. Your learners may work in, or want to work in, a range of health and social care specific and non-specific job roles, such as a receptionist, cleaner or retail assistant.

Upon completion of this course, your learners could go on to complete one of our other customer service qualifications, or they could complete one of our health and social care courses.


Unit 1: Preparing to deliver customer service in health and social care settings

In this unit, your learners will learn about customer expectations in health and social care settings, how self-awareness can be used to develop the skills, attitudes and knowledge for effective customer service in health and social care settings, how to represent a health and social care service in a positive way, and how feedback can help to improve the quality of a health and social care service.

Unit 2: Effective communication for health and social care

Your learners will explore customer relationships in health and social care settings, different communication methods used in health and social care, the skills required to interact with customers in health and social care settings, and how to overcome barriers and adapt communication to meet the needs of different customers.

Unit 3: Understand the specific needs of customers accessing health and social care services

In this unit, your learners will learn about the range of specific needs of customers accessing health and social care services, how to provide a safe, welcoming and inclusive environment for diverse needs, and how to respond to the behaviour of customers that others may find challenging.

Unit 4: Team work in health and social care settings

In the final unit of this course, your learners will learn about the importance of effective teamwork in health and social care and how to deal with conflict within teams.

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