Customer/Patient Care, Service Excellence, and Intercultural Competence
6 Credits (ECTS)
Customer/Patient Care, Service Excellence, and Intercultural Competence
Get 70% back via Tax Credit
€543 refund on this module
Module Description
This module aims to develop the skills necessary to provide excellent customer/patient care while promoting intercultural competence.
With a focus on communication, cultural sensitivity, and best practices in customer service, students will learn to effectively engage with clients and patients in diverse environments.
The module will be relevant to both healthcare and general service industries, enabling students to apply customer service excellence principles in various settings such as healthcare, international business, and human resources.
Entry Requirements
Candidates who apply for this course must have:
- Level 6 Degree and 2 years’ work experience.
Preference is given to applicants having:
- Level 6 Degree in a discipline related to the Study Programme; and
- A minimum of 2 years’ work experience in management within the sector covered by the Study Programme.
OR
- Level 5 Diploma or Higher Diploma and 5 years’ work experience in a supervisory or managerial role.
* Students whose first language is not English will be required to demonstrate English language capability at IELTS level 6.0 or equivalent.
Target Audience
This course is targeted at Healthcare professionals with work experience; people such as:
- Individuals seeking to advance their academic and professional knowledge in healthcare management.
- Individuals wanting to pursue senior management and leadership careers within the healthcare profession.
- Individuals wanting to enhance their ability to interpret, assess, and communicate healthcare-related information.
Career Paths
This programme is not designed to prepare students for specific warranted professions or regulated occupations.
Instead, it aims to provide participants with the knowledge, skills, and competencies outlined in this curriculum, equipping them for diverse leadership and management roles within the healthcare sector.
This programme is targeted at healthcare professionals, managers, and aspiring leaders seeking to advance their careers in healthcare management. It also caters to individuals from non-healthcare backgrounds who wish to transition into healthcare leadership roles.
Graduates will be well-prepared for senior management and leadership positions in hospitals, healthcare organisations, government agencies, consulting firms, and international health institutions.
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Formative Assessment
- Summative Assessment
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The formative and summative assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
Additional Info
Due to the modular structure of the course, you may also opt to take individual modules as stand-alone. The entry requirements still apply.***
*Prices are applicable to students who reside in Malta at the time of applying.
**Terms and conditions apply.
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Deliver high-quality customer/patient Care, providing exceptional service and responding effectively to customer and patient needs.
- Communicate effectively across cultures by adapting communication style to accommodate diverse cultural backgrounds and enhance service quality.
- Lead and nurture service excellence initiatives that improve customer satisfaction and patient experience.
- Promote intercultural competence and apply strategies that foster intercultural understanding within organisations and among stakeholders.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- Deliver high-quality customer/patient Care, providing exceptional service and responding effectively to customer and patient needs.
- Communicate effectively across cultures by adapting personal communication style to accommodate diverse cultural backgrounds and enhance service quality.
- Lead and nurture service excellence initiatives that improve customer satisfaction and patient experience.
- Promote intercultural competence and apply strategies that foster intercultural understanding within organisations and among stakeholders.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Apply principles of person-centred care to meet individual customer or patient needs effectively.
- Design and implement service excellence programmes and quality initiatives that enhance customer/patient experiences.
- Communicate effectively across cultures, using appropriate communication strategies to engage effectively with customers and patients from diverse backgrounds.
- Manage challenging interactions and apply conflict resolution techniques to manage challenging customer or patient interactions successfully.
Module-Specific Learner Skills:
At the end of the module/unit, the learner will be able to:
- Communicate with empathy and use empathetic communication techniques to enhance customer/patient experience.
- Modify communication approaches to effectively address the needs of individuals from various cultural backgrounds.
- Present and advocate for service excellence programmes to stakeholders.
- Modify communication approaches to effectively address the needs of individuals from various cultural backgrounds.
Module-Specific Digital Skills and Competences:
At the end of the module/unit, the learner will be able to:
- Appreciate the use of CRM software in managing customer interactions and improvement of service delivery, including the use of digital tools to collect and analyse customer service data, including feedback and satisfaction metrics.
- Use digital platforms to provide intercultural training and promote cultural understanding within teams.
- Present research data visually, using software to create visual representations of research data, including charts, graphs, and tables.