Impact of a novel training experience on the development of a customer service culture in a large hospital trust

Eales-Reynolds, Lesley-Jane ORCID: 0000-0002-9906-2484 and Clarke, Colin (2012) Impact of a novel training experience on the development of a customer service culture in a large hospital trust. International Journal of Health Care Quality Assurance, 25 (6). pp. 483-497. ISSN 0952-6862

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Abstract

PURPOSE: This study was designed with the intention of exploring the effectiveness of a novel approach to training health services workers to meet the aims of raising awareness of their customer care framework and encouraging a culture of customer service throughout their organisation. DESIGN/METHODOLOGY/APPROACH: The impact of the educational intervention was examined using a mixed methods approach involving pre- and post-workshop questionnaires and one-to-one, semi-structured interviews. FINDINGS: The paper finds that the approach adopted was effective in raising awareness of the customer care framework and in enhancing participant's self-efficacy in relation to the principles of customer care. Transference to the workplace was dependent on personality and departments having sufficient numbers of staff participating. RESEARCH LIMITATIONS/IMPLICATIONS: Time and resources for the project limited the follow-up interviews designed to explore if, and to what extent, the learning had had a lasting impact on participants and if it had enabled transference to the workplace. In addition, complications in releasing people from work in order to take part meant that a number of volunteers had to withdraw. This limits the range of data obtained. ORIGINALITY/VALUE: This paper describes a novel research-informed approach to training, involving participants in high fidelity, error-based simulations and in a research process which facilitated their repeated reflection on the learning. As a result the paper demonstrates large-scale training of customer care can effectively impact on practice.

Item Type: Article
Uncontrolled Keywords: Male, Humans, Female, Attitude of Health Personnel, Great Britain, Hospital Administration, Inservice Training, Organizational Culture, Patient Satisfaction, State Medicine
Subjects: Education > Change theory and change management
Education
Depositing User: Lesley-Jane Eales-Reynolds
Date Deposited: 20 May 2018 07:33
Last Modified: 21 May 2018 10:19
URI: http://repository.uwl.ac.uk/id/eprint/5048

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