Eales-Reynolds, L.J. and Clarke, C. 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. https://doi.org/10.1108/09526861211246449
| 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. |
| 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. |
| Journal | International Journal of Health Care Quality Assurance |
| Journal citation | 25 (6), pp. 483-497 |
| ISSN | 0952-6862 |
| Year | 2012 |
| Publisher | Emerald Publishing Limited |
| Digital Object Identifier (DOI) | https://doi.org/10.1108/09526861211246449 |
| Publication dates | |
| Published | 2012 |