|Title||Impact of a novel training experience on the development of a customer service culture in a large hospital trust|
|Authors||Eales-Reynolds, L.J. and Clarke, C.|
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.
|Journal||International Journal of Health Care Quality Assurance|
|Journal citation||25 (6), pp. 483-497|
|Digital Object Identifier (DOI)||doi:10.1108/09526861211246449|