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Level 2 Improving Service User Experience in Health and Social Care


Would your employees benefit from completing a customer service skills course? This qualification aims to equip your staff with a detailed understanding of customer service in health and social care, effective communication and team work skills in health and social care settings, and inform them of how to account for the needs of customers who access health and social care services. Upon completion of this customer service skills course, your employees could go on to complete one of our other health and social care courses, such as the Level 2 Certificate in Understanding Behaviour that Challenges.


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

In this unit, your employees 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 be used to help improve the quality of a health and social care service.

Unit 2: Effective communication for health and social care

Your employees will learn about 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 employees will cover 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: Understanding phobias

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

Benefits for the business:

  • Upskill staff members
  • Increase teamwork and morale as staff become more aware, gain confidence and support colleagues
  • The course offer can be used as a staff benefit or as part of a development scheme
  • Increase employees' knowledge of common childhood illnesses

  • Benefits for the employee:

  • Gain a nationally recognised qualification
  • Enhance both personal skills and professional development
  • Courses are delivered as distance learning
  • Personal tutors are assigned to ensure learners have the support needed.
  • Key Information

    Funding Fully Funded
    (Subject to eligibility)
    Full Cost Price £399.00
    Course Length 8-12 weeks
    average course length
    Awarding Body NCFE
    Learning Method(s)

    Paper based
    learning materials
    with online assessment

    Direct Debit




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