The administration staff at UCLH are often the first people that patients encounter, so the standard of care should reflect the standard of clinical care and research at UCLH which is world-class.
Our grant enabled the hospital to train a large number of front-line support staff to improve efficiency, and both patient and staff experience.
The grant will fund a learning and development programme which will consist of both online e-learning platforms and workshops where staff can participate in role-play training based on real scenarios with patients at UCLH. The programme aims to improve two focal areas for administration staff which are ICT skills and generic skills.
The funding will cover the design and creation of e-learning materials along with the costs of hiring staff who will roll-out the training. The curriculum is designed to increase knowledge and implement best practice when it comes to patient experience. Staff will improve their skill base and will be more equipped to deal with challenging situations.