11 November 2021
09:30 - 11:00
1.5 hours
Online video conferencing

Many of us work in organisations or departments which provide support either to internal customers or to a business customer such as another NHS organisation. How do you sell your services and present yourself as a credible provider of support services?  How do you deal with angry colleagues because of an error you or another department have made?

This session draws on evidence and theories from 'Best in Class' organisations such as Disney and will use case studies, the latest thinking and top tips from customer experience techniques to look at how we can provide a much more satisfying internal customer experience.

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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