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Dr Tessa Leverton, who was part of the development team, says training initiatives have traditionally focused on improving the communication skills of senior clinical staff, particularly doctors and nurses.
‘The vital contribution of frontline staff (receptionists, secretaries, healthcare assistants), combined with good team work to improve the patient’s experience, has been largely ignored,’ she says.
Evaluation at Mount Vernon Cancer Centre| found that 75% of participants felt a change in attitude to people with cancer. Staff also reported improved awareness of patient dignity and felt more confident when communicating with patients.
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