Event Details

Course Synopsis
This course equips frontline leaders with the mindset, behaviours, and practical skills to shape service culture and deliver consistent, high-quality patient experiences.

Participants will learn how organisational values translate into everyday behaviours that create positive and reassuring patient interactions. The programme emphasises leadership through role modelling, effective communication, and consistent reinforcement to influence team performance.

Learners will develop practical strategies to support staff, manage common challenges, and sustain service standards under pressure. Structured approaches to service recovery and coaching will also be introduced to guide staff performance and reinforce positive behaviours.

By the end of the course, participants will be able to lead with confidence, coach effectively, and foster a positive, patient-centred service culture through small, consistent actions.

Course objectives
This course is designed for Service Champions, frontline supervisors and team leaders who are keen to develop the skills and knowledge to become effective role models and drive team performance.

Participants will learn how to guide and coach their teams in ways that motivate staff to work well together and deliver consistent, high quality patient care.