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.
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:
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:
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.
"I really enjoyed the training. Very interactive without making you feel exposed in front of colleagues. Thank you for such a different and interesting approach to training."
"Fantastically essential training with very good aims and objectives. The theatrical aspect of the session gave a great visual and different dynamic to understanding the importance of customer service and the effect it has on individuals."
"A very fresh and welcome style of training. This contribution was very much appreciated. The trainer was very successful in executing and explaining the importance of customer experience. A new approach that works."
"We thoroughly enjoyed working with Juice to deliver the Customer care programme. The effort that the Juice team put into understanding the specific needs of our Trust really made all the difference. We were thrilled to see our staff so engaged during the sessions and received excellent feedback due to the outstanding quality of the sessions that Juice delivered. They have a highly innovative approach, impressed us with their level of professionalism and attention to detail when organising each of the sessions we commissioned. I highly recommend them as your training and development partner. "
The latest from Juice Learning
Having invested heavily in process safety in recent years, Nampak Plastics UK identified a need to realise further improvement in its Health and Safety performance in order to fully protect both its business and its workforce.
'On The Ball' is an NVQ certified training package aimed at all English football stewards. The training package comprises of 8 modules each a carefully crafted learning journey including engaging interactive activities all clearly laid out for the steward in their training guide, film footage and handouts.
Enjoy films created by Juice Media on YouTube
Follow Juice on Twitter
View our profile on Linked In