06 October 2021
14:00 - 15:00
1 hour
Online video conferencing

This hour long workshop, designed for anyone who deals with patients on a day to day basis, will explore what contributes to an excellent customer experience in a healthcare setting. We will reflect on social trends and the latest thinking on customer service in a pandemic and how these are displayed in a healthcare setting. The workshop will also consider stategies for dealing with customers, empathetic communication and will include case studies and hints and tips from customer experience research and colleagues within the NHS Elect network.

Lead facilitator

Sue Kong  

Sue Kong joined NHS Elect in April 2005 as their Director, leading on the marketing of NHS Services and assisting the Department of Health with the Gastroenterology 18 weeks commissioning pathways. Prior to joining NHS Elect, Sue was Executive Director for Strategy and Planning at North West London Strategic Health Authority and has operational and planning experience in acute hospitals in London and the East Midlands.

Sue has an MBA (distinction) specialising in marketing and is a CIM Chartered Marketer. Sue has chaired the Health Service Journal NHS marketing conferences and has published in the Journal of Management and Marketing in Healthcare, regularly sharing good examples of healthcare marketing and patient experience from around the world. Sue is a member of the editorial board for the Journal of Patient Experience (SAGE). She loves learning from different sectors and has presented as a Business Insight Leader for Warwick Business School, the Institute of Directors, National Housing Federation & 2020 Arab Health Congress.

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