Module Descriptors
CUSTOMER SERVICE AND MANAGEMENT IN HEALTHCARE
XHFD50107
Key Facts
Faculty of Health Sciences
Level 5
15 credits
Hours of Study
Scheduled Learning and Teaching Activities: 18
Independent Study Hours: 132
Total Learning Hours: 150
Assessment
- COURSEWORK -ESSAY weighted at 100%
Module Details
Module Additional Assessment Details
2,000 word reflective essay addressing all Learning Outcomes
This will focus on the patient experience and will incorporate an understanding of the concept of dignity and respect in healthcare delivery. The reflective essay will also focus on one aspect of customer care, on how it was delivered and suggestions for future managment, if for example a complaint was generated from a patient's experience.
Additional Assessment Details (include formative feedback / assessment):
Peer and tutor feedback through Action Learning Sets
Individual and group tutorials
This will focus on the patient experience and will incorporate an understanding of the concept of dignity and respect in healthcare delivery. The reflective essay will also focus on one aspect of customer care, on how it was delivered and suggestions for future managment, if for example a complaint was generated from a patient's experience.
Additional Assessment Details (include formative feedback / assessment):
Peer and tutor feedback through Action Learning Sets
Individual and group tutorials
Module Texts
Department of Health (2009) Final report on the review of the Department of Health, Dignity and care campaign, November 2009- available at http/www.dhcarenetworks.org.uk
NHS Institute for Innovation and Improvement, (2005), Leaders- Guide: Involving Patients and Carers. NHS Institute for Innovation and Improvement. (www.institute.nhs.uk)
The Local Authority Social Service and National Health Service Complaints (England) Regulations 2009) available at - http/www.opsi.gov.uk
NHS Institute for Innovation and Improvement, (2005), Leaders- Guide: Involving Patients and Carers. NHS Institute for Innovation and Improvement. (www.institute.nhs.uk)
The Local Authority Social Service and National Health Service Complaints (England) Regulations 2009) available at - http/www.opsi.gov.uk
Module Learning Strategies
Contact Hours: (18)
3 hours Lectures
12 Hours Action Learning
3 hours Individual and Group Tutorials
Independent Study Hours: (132)
32 hours Work based learning
30 hours Preparation for Action Learning Sets
50 hours including reading and research
20 hours Preparation for tutorials and draft essay plan
3 hours Lectures
12 Hours Action Learning
3 hours Individual and Group Tutorials
Independent Study Hours: (132)
32 hours Work based learning
30 hours Preparation for Action Learning Sets
50 hours including reading and research
20 hours Preparation for tutorials and draft essay plan
Module Resources
Access to IT facilities
Blackboard
Library
Blackboard
Library
Module Special Admissions Requirements
Access to work based activities through employment in health care setting
Module Indicative Content
The concept of dignity and respect and its relevance to the delivery of modern healthcare.
The role and power of public and patient involvement and its growing impact on the delivery of services.
An exploration into the Complaints process and the legislative framework on which it is built. The impact of complaints on staff, customers and on the delivery of services.
The role and power of public and patient involvement and its growing impact on the delivery of services.
An exploration into the Complaints process and the legislative framework on which it is built. The impact of complaints on staff, customers and on the delivery of services.