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Healthpoint Training Providing staff cover at a healthpoint

Healthpoint Training Providing staff cover at a healthpoint. Healthpoint standards and new branding Increased usage of healthpoints by NHSG Increased number of healthpoints. Why a healthpoint would book an HIA? Extensive variety of customer enquiries

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Healthpoint Training Providing staff cover at a healthpoint

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  1. Healthpoint Training Providing staff cover at a healthpoint

  2. Healthpoint standards and new branding Increased usage of healthpoints by NHSG Increased number of healthpoints Why a healthpoint would book an HIA? Extensive variety of customer enquiries Core elements of the day to day running of healthpoints Background

  3. Aim • Understanding of healthpoint standards • Knowledge of different styles of healthpoints and services provided • Answer customer enquiries • Use HI-Net including the healthpoint document library and forum • Complete enquiry database forms • Order resources • Deal with Health Information Services requests • Communicate effectively with other members of the healthpoint team and our customers

  4. Healthpoint Standards • Increasing number of healthpoints • Increasing expectations of customers • Network of healthpoints • Professional, high quality service • Future plans for Chartermark and other awards

  5. Current healthpoints • Denburn Health Centre, Aberdeen • 239 High Street, Elgin • Aberdeen Royal Infirmary Concourse • The Point, St Nicholas House • Torry Neighbourhood Centre • Dr Gray’s Hospital Concourse

  6. Future healthpoints • David Anderson Building • Royal Cornhill Hospital • Community Pharmacies • Aberdeen Indoor Market • Lhanbryde Community House

  7. What services do the healthpoints offer?

  8. Posters Campaigns Leaflets Public Access Computers TV/Video Displays Permanent Health Advisors Sessional Health Advisors Free Condoms Mini Lifestyle Checks School Visits Weight Checks Resources Collection/ Returns

  9. Answering Customer Enquiries

  10. What the customer expects from our service: • To be treated with courtesy and respect • To be provided with free health advice and information • Confidentiality • Warm and friendly atmosphere • To be provided with an immediate response to any request for information • If an immediate response is not possible, the customer will be advised of the reason, and the time scale for the follow up contact will be specified. • To be provided with relevant, accurate and up to date information, which is appropriate to their needs and in an acceptable format.

  11. “As a HIA providing cover in a healthpoint, we do not expect you to be able to answer every enquiry.” “HIA’s will be trained on the core elements of the day to day running of the healthpoints” “If a HIA is unsure of how to answer an enquiry, they should pass this enquiry on to a member of the healthpoint team” “The customer should be informed that it may take some time to answer the enquiry, and that they will forward the information on to them as soon as possible”

  12. Online Resources to help answer customer enquiries:- • NHSG Intranet • Grampian Caredata • HI-Net • Healthpoint area on HI-Net

  13. Enquiry Database Forms • Evaluation of the healthpoint and healthline service • Production of weekly, monthly and annual reports • A form must be completed for each enquiry • The most up to date form is located on the healthpoint area on HI-Net under: Team Information/Healthpoint Information/Forms/Enquiry Database

  14. Ordering Resources • Health Information Resources Service • Order to restock the healthpoint • Assist customer in ordering Resources • New Database • Future Training

  15. Health Improvement Services Requests • Provide the customer with the relevant telephone number of the Topic Lead for the subject requested • To find out who the Topic Leads are, see the Health Improvement Services Contact List under: Hi-Net/Healthpoint Area/Healtpoint Team Information/Healthpoint Information/Procedures • The Topic Lead will discuss the various options with the customer and complete the relevant paperwork • If you cannot find the relevant Topic Lead then provide the customer with Liz Palmer’s details

  16. Communication NHSG Customers External Groups Healthpoint Team

  17. Good Customer Communication • Listen • Take notes • Agree with the customer what information they are looking for • Be aware of surroundings • Prompt response • Provide follow up

  18. Communicate with the healthpoint team • Contact other healthpoints • Effectively record enquiry details including customer’s details • Handover to next shift • Healthpoint forum on HI-Net • Healthpoint area on HI-Net • E-mail • Updates

  19. Practical Session • Log on to HI-Net • Tour of healthpoint area • Guidance on useful websites • Answer example Customer Enquiries • Complete Enquiry Database Forms

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