Inspire 2 Inspire
Training is available to staff who would like to learn or build on their knowledge of Service Experience
If you would like to book a training course or would like more information please contact Janet Butterworth.
'INSPIRE'
Training and Development Framework - for Excellence in Service Experience cover the following areas:
Building knowledge and insight
Outcome: A clear focus on patients’ experience in line with what matters locally and in national policy.
- Establishing a baseline of ‘what matter’s to your patients’
- Aligning business cases to meet priorities e.g. QIPP and CQUIN
- Developing an understanding of service experience data and analysis
- Creating a shared understanding of service experience values, language and terminology
Strategy and planning
Outcome: Embedding service experience within your organisation
- Developing boards, senior management and clinical teams
- Focusing on current systems, processes and plans (e.g. HR, strategy, service plans, clinical pathways)
- Implementing quality improvement methodologies (e.g. LEAN, Six Sigma)
- Developing a coordinated approach across partner organisations
- Setting up review processes
Living the values and behaviours everyday
Outcome: Front line insights
- Using behavioral competencies, from recruitment through to PDP and promotion to support change
- Getting the ‘basics right’
- Rewarding and recognizing excellence
Experience based design services
Outcome: Innovative approaches to service design
- Designing service improvement with users
- Using innovative techniques to gathering data e.g. controlled forum theatre
- Exploring feedback technologies
- Developing social media
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