With the Francis Report and the Friends and Family Test, it is not surprising that this programme is popular with our members.

We have trained over 1000 staff across our participating sites ranging from hospital consultants to housekeeping staff. We have two models of delivery - York Model (first piloted with York Teaching Hospitals NHS Foundation Trust) which is aimed at patient facing staff e.g. Administrative, Booking and Facilities staff and the Goldfish Bowl model. 

Goldfish Bowls provide services and departments with invaluable patient insight that they could use for service improvement and compassionate training. Both models include a bespoke action plan involving the participating staff to ensure the changes are linked back to their operation delivery:

  • Improving delivery of services by front line staff with patient experience training to help change culture, retain existing patients and encourage the new ones
  • Improving the patient experience by holding customer care workshops with action plans and patient listening focus groups 'Goldfish Bowls' with front line staff
  • A 'Train the trainer' programme to share 'how to do' skills for members wishing to run their own customer care training programme or looking for ideas to improve or add to their current training sessions
  • Understanding how to use patient experience measures and emotional mapping to improve the patient journey

For further details on any of these marketing, branding and customer care programs please contact:

Sue Kong on 020 3925 4851 or email sue@nhselect.org.uk


 “I thought it was a really positive session and was very useful to the staff who attended, as well as the patients and those who came with them. I found the whole session to be really interesting and also informative. Thank you for all your hard work on this, it really is appreciated.” Mike Stone, Voluntary Services Manager, Frimley Health NHS Foundation Trust


"NHS Elect spent time assessing our requirements, developing and delivering a bespoke customer care training program me for York. So far over 70 staff have completed the course which has given them credits towards an overarching qualification. We are really delighted with the flexibility and 'can-do' approach of the NHS Elect Team in developing this valuable course which is now firmly on our training agenda." Gail Dunning, Corporate Development Lead, York Hospitals NHS Foundation Trust

"I am writing to say how much I enjoyed yesterday 'Train the Trainer - Improving the Patient Experience'. It has been a while since I attend such a useful, well facilitated and practical training event. I am looking forward to putting the program me into practice." 
Denise Needle, Deputy Director of Workforce (Development), HR and Communications Directorate, West Suffolk NHS Foundation Trust.