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Award-winning training for frontline clinic staff

Monday 10th September 2012

Summer 2011

The Clinic is a unique training programme for all clinic staff to ensure patients are treated with dignity and respect.

It won the Best Professional Education Initiative award at the Excellence in Oncology Awards late last year.

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.

The Clinic includes a film which follows several patients’ experiences at a hospital appointment, illustrating poor and good practice as a basis for reflection and facilitated discussion. The programme gives suggestions for running a successful session and includes questionnaires, handouts, presentations and evaluation forms.

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.

Since training started, the centre has received fewer complaints. The programme was developed by a team of oncologists, a professional filmmaker, a psychiatrist and a person affected by cancer, with funding from Sanofi-Aventis, Roche and donations.

You can access The Clinic through the Learn Zone, under the ‘Professionals’ section.

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Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). A company limited by guarantee, registered in England and Wales company number 2400969. Isle of Man company number 4694F. Registered office: 89 Albert Embankment, London SE1 7UQ.