REF F01

INCARE SERVICES – TRAINING PEOPLE WHO CARE

REF SSK01	Customer Care 6hrs
NVQ Mapping units in Level 4	· D4.1 Obtain information for decision making · D4.2 Record and store information · D4.3 Analyse information to support decision-making · D4.4 Advise and inform others. · C13.2 Agree objectives and work plans with teams and individuals · C13.3 Assess the performance of teams and individuals · C13.4 Provide feedback to teams and individuals on their performance.
Summary		A one-day introductory programme offering practical guidance on customer care and marketing in the care sector.
Who this unit is aimed at		This unit is relevant to senior staff who are in management roles in all care settings - hospital, residential, day- or foster-care or in the client’s own home.
Proposed Candidate Outcomes The worker must be able to:		Draw up a SWOT and PESTLE analyses for your business Understand how to draw up a basic marketing plan Understand the how to conduct market research and interpret the results Understand what is meant by customer care Raise awareness of how customers (clients) see you Plan for customer care
How many candidates may attend?		No limit but the sensitive nature of this training requires small groups in order that disclosure is not affected.
Content summary		Introductions Explanations of terms Aims of the organsiation Preparations Check list, Action Plan Targets, SWOT and PESTLE Marketing and research Skills involved in marketing Quality control and auditing The next step

Other relevant information

For registered nurses who wish to incorporate this training into your PREP portfolio’s, you should carry out practice reflection and attach subsequent evidence from this training
Certificates are issued for each candidate and are valid for approximately 3 years
A candidate assessment is available (Word 2000) for post training audit
The training venue should be quiet and undisturbed.
Staff should not be expected to be on duty
Staff attending should remain for the entire length of the session.

REF SSK01

Customer Care 6hrs

Who this unit is aimed at

Proposed Candidate Outcomes

Content summary

Other relevant information