Quali-tea training from secure services

Secure Services are introducing hot drinks as part of their brand new customer care training.

The training was introduced after a friends and families focus group where carers commented that when visiting they would like to be greeted with a consistent smile and a cup of tea. After this meeting staff set up new customer care training and made contact with ATTIC Teas who made a generous donation to our Trust.

The training session has been developed and delivered by a team of therapies service manager Julie Somerville, administrator Tricia Paraskeva, carer involvee Marcella Maloney and involvement coordinator Luisa Suarez.

Luisa said "This is a very exciting time where we are supporting staff to think about the small things that can make a huge difference to the atmosphere and thanks to ATTIC Teas we could offer a cuppa to any visitors that wait."

The session has already been delivered to front of house staff in reception and central security and will now be a permanent addition to the local induction for new starters.

So far Secure Services have had positive feedback from friends and families that have visited, one mother saying that she always felt welcome and relaxed and that the new reception improvements have helped.

Staff members who have already attended the training said how valuable it is to hear the experience of family members and that it has reminded them of the importance of a friendly face.