“Since attending the Garnett Interactive training, I think more about putting myself in my patients’ shoes. I want to be sure that I have done everything possible to make them feel comfortable, safe in our hands and happy.” Clinical Support Worker
Background
NHS King’s College wanted to put the focus on their patients, this stemmed from feedback that patients submitted of what was important to them, this included good communication and staff attitude, being treated with respect and being involved in their care
Task
Garnett Interactive were enlisted to develop a training programme with focus around improving the patient experience, looking into how staff behaviour, attitude and actions impact the patients within their care.
Solution
We created a suite of three programmes inspired by the need to explore essential standards of quality care and enhance the patient experience. The three programmes were ‘The Essence of Caring’, ‘Delivering a Quality Service’ and ‘Achieving excellence in patient care’. We delivered the programmes using; facilitated sessions, forum theatre, Hotseating and scenarios involving professional actors, voting technology and interactive group challenges.
Result
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100% of delegates strongly agreed/agreed ‘The training helped me reflect on how I interact with patients’.
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100% of delegate said they would recommend this training to a colleague.
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“Excellent event (Achieving excellence in patient care), loved the forum theatre, a great way to learn” – Head Nurse Patient Experience and Quality St George’s Hospital NHS Trust
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Topics
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Excellent customer care
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Awareness of individual needs
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Impact of negative language and behaviour
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Difficult situations/conversations
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Challenge pre-conceptions
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Importance of an Equal, Diverse and an inclusive working culture
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Embedding the values
