In 2017/18

Invested in 3 state of the art manikins

A case study

Simulation based education for non-clinical staff on improving communication skills


Evidence tells is that most of our learning is gained through experience (70%) with 20% gained from our interactions with others and only 10% from formal education. That is why simulation training is an essential element of our education strategy at Hampshire Hospitals. Simulation training allows staff to be exposed to real-life experiences, refining skills and developing competence in a safe environment to ensure that the best outcomes for patients are achieved.

Future plans

We will extend our simulation offer to a wider staff and speciality audience, both clinical and non-clinical.

Around 250 administrators from the three clinical divisions completed a three day simulation based training programme on the importance of communication and behaviours in their interactions with customers, patients and colleagues. Emphasis on giving (and receiving) feedback was a vital thread.

Actors were used to mock up the common situations faced by the administrators and through the process of demonstration, immersion and feedback participants were able to learn improved ways to respond to the typical situations they face over the phone, email, letter and face to face. The administrators were asked to draft ‘standards’, linked to the organisations’ values in these four communication domains.

The training resulted in key outcomes including development of workplace standards for communication, an orientation package and a quarterly newsletter. However the most crucial outcome was highlighting the connection between the value of these essential non-clinical roles with clinical value and the patient experience. Making that connection has been essential.

Delegate feedback from the training

“ Enjoyable day. I will take back changing the style of my emails and positive feedback for colleagues”

“ I feel really inspired and valued. I will take this back to my team.” Education Annual Report for 2017/18 | 9

800 staff participated in clinical skills simulation

600 staff participated in person centred

simulated using actors as the patient.

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