NET 2018 Conference: Disrupting the neglect of ‘non-clinical’ staff

Over 500 000 of 1.2 million NHS staff work in the vital range of fields that support clinical care. This group receive 0.01% of the NHS training budget yet they have a significant interface with patients the public and colleagues (HSJ Guide 2016). Nationally there is a paucity of relevant training for this staff group beyond basic induction programmes and ad hoc on-the-job training. The creation of a replicable training programme around customer care and behaviours with a focus on communication by email letter and telephone has led to a positive workplace with a set of gold standards written by the staff.