Soft Skills and Communication Academy · MINC-SSC-006
Customer Care, Service Excellence and Complaint Resolution
Customer Care, Service Excellence and Complaint Resolution was selected because it addresses an important soft skills and communications responsibility with direct implications for patient safety, continuity and quality of care. The module progresses from foundational concepts through assessment, soft skills and communications action, communication, evaluation and an integrated practice-improvement exercise.
40 CPD credit hours · 40 one-hour units · 2400 minutes · Coming soon
MINC is still writing this module. Its units are listed below so you can see what is coming; none of them can be started or bought yet.
Module aim
Stock-outs, expiries, poor specifications and integrity risks undermine care. Managers require transparent procurement, quality assurance, inventory control and accountable supply stewardship.
What you will be able to do
- By the end of the module, the learner will be able to measure and interpret blood pressure accurately.
- By the end of the module, the learner will be able to support cardiovascular risk assessment and diagnosis pathways.
- By the end of the module, the learner will be able to deliver individualised lifestyle and adherence counselling.
- By the end of the module, the learner will be able to monitor treatment response and adverse effects.
- By the end of the module, the learner will be able to recognise urgent presentations and coordinate appropriate escalation.
Units
- Service-User Expectations: Foundations and terminology (60 min)
- Service-User Expectations: Self or situational assessment (60 min)
- Service-User Expectations: Applied communication practice (60 min)
- Service-User Expectations: Professional accountability and safety (60 min)
- Service-User Expectations: Improvement exercise (60 min)
- Professional Courtesy: Foundations and terminology (60 min)
- Professional Courtesy: Self or situational assessment (60 min)
- Professional Courtesy: Applied communication practice (60 min)
- Professional Courtesy: Professional accountability and safety (60 min)
- Professional Courtesy: Improvement exercise (60 min)
- Service Recovery: Foundations and terminology (60 min)
- Service Recovery: Self or situational assessment (60 min)
- Service Recovery: Applied communication practice (60 min)
- Service Recovery: Professional accountability and safety (60 min)
- Service Recovery: Improvement exercise (60 min)
- Public Speaking: Foundations and terminology (60 min)
- Complaint Reception: Self or situational assessment (60 min)
- Public Speaking: Applied communication practice (60 min)
- Complaint Reception: Professional accountability and safety (60 min)
- Public Speaking: Improvement exercise (60 min)
- Complaint Investigation: Foundations and terminology (60 min)
- Complaint Investigation: Self or situational assessment (60 min)
- Complaint Investigation: Applied communication practice (60 min)
- Complaint Investigation: Professional accountability and safety (60 min)
- Complaint Investigation: Improvement exercise (60 min)
- Feedback Communication: Foundations and terminology (60 min)
- Feedback Communication: Self or situational assessment (60 min)
- Feedback Communication: Applied communication practice (60 min)
- Feedback Communication: Professional accountability and safety (60 min)
- Feedback Communication: Improvement exercise (60 min)
- Quality And Accountability: Foundations and terminology (60 min)
- Quality And Accountability: Self or situational assessment (60 min)
- Quality And Accountability: Applied communication practice (60 min)
- Quality And Accountability: Professional accountability and safety (60 min)
- Quality And Accountability: Improvement exercise (60 min)
- Service Improvement: Foundations and terminology (60 min)
- Service Improvement: Self or situational assessment (60 min)
- Service Improvement: Applied communication practice (60 min)
- Service Improvement: Professional accountability and safety (60 min)
- Service Improvement: Improvement exercise (60 min)
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