WSQ Service Excellence in Healthcare: Fostering Positive Customer and Patient Experiences (L2)
Training Provider: NTUC LEARNINGHUB PTE. LTD.
Course Reference: TGS-2025052357
S$190
Original: S$380
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About This Course
This is a 1-day programme aiming to equip learners with necessary knowledge and skills to create strategies to foster positive customer and/or patient experiences and deliver service excellence throughout the engagement lifecycle. This training programme typically focuses on supporting service excellence by going-the-extra-mile and
providing customers and/or patients with a positive experience, escalating feedback on areas for improvement.
What You'll Learn
LU1: Importance of Going the Extra Mile for Customers/Patients and the Organisation.
LO1.1 Applying the philosophy of service excellence in healthcare
LU2: Qualities and Characteristics of Positive Customer and/or Patient Interactions and Experiences.
LO2.1 Demonstrate empathy, active listening, and effective communication in patient interactions.
LU3: Types of Triggers in the Healthcare Environment.
LO3.1 Identify triggers and their impact on patients, families, and staff.
LU4: Types of Service Challenges in Healthcare.
LO4.1 Analyse challenges unique to healthcare service environments and propose effective solutions.
LU5: Transforming Conflict in Healthcare (Approaches to Escalate Areas of Improvement to Enhance Patient Experience).
LO5.1 Recognize sources of conflict and apply resolution strategies in healthcare settings.
LU6: Approaches to Exceed Customer and/or Patient Expectations.
LO6.1 Develop a proactive mindset to anticipate and address unspoken patient needs.
LO1.1 Applying the philosophy of service excellence in healthcare
LU2: Qualities and Characteristics of Positive Customer and/or Patient Interactions and Experiences.
LO2.1 Demonstrate empathy, active listening, and effective communication in patient interactions.
LU3: Types of Triggers in the Healthcare Environment.
LO3.1 Identify triggers and their impact on patients, families, and staff.
LU4: Types of Service Challenges in Healthcare.
LO4.1 Analyse challenges unique to healthcare service environments and propose effective solutions.
LU5: Transforming Conflict in Healthcare (Approaches to Escalate Areas of Improvement to Enhance Patient Experience).
LO5.1 Recognize sources of conflict and apply resolution strategies in healthcare settings.
LU6: Approaches to Exceed Customer and/or Patient Expectations.
LO6.1 Develop a proactive mindset to anticipate and address unspoken patient needs.
Entry Requirements
Post-Secondary, O level, A level, ITE, Diploma
Course Details
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Note: To apply for this course, visit or contact the training provider directly.
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