Edinburgh Napier University

  This paper describes a service development in healthcare support workers (HCSWs) across departments in a large Scottish teaching hospital. In any healthcare setting, communication can be complex and challenging. Many healthcare support workers and ward clerks are often the first face seen by patient or family entering the ward. As junior members of the team, this task can appear daunting, particularly as there is limited access to formal training or support. There are also few chances to reflect on practice and develop skills, such as communication.

The course was designed to fill this gap and give 15 support workers an opportunity to practise and reflect in a supported manner using patient, staff and family stories as a vehicle for deeper learning. Evaluation of this course, which was highly valued, showed that this was a successful method of encouraging reflection and self-awareness, as a way of improving their communication skills.