Customer in social and health careLaajuus (5 cr)

Objective

- understand the meaning of customer insight in social and health services
- take into account the active role of the customer as the user and developer of services and the impact of customer experience
- understand the central principles of service business, such as
• the concept of freedom of choice in social and health services
• the importance of profiling in the development and production of services
• the possibilities of service design in the productization of services
-are able to evaluate customer experience and make use of it in developing services
- master customer service, guidance and teaching in different contexts as working method belonging to their profession (in Finnish and Swedish)
- are able to plan, implement and evaluate guidance and teaching in a customer-oriented manner in Finnish and Swedish in cooperation with other experts
- are able to use existing customer-oriented guiding and teaching material in Finnish and Swedish, and produce new.
- are able to guide patients to use appropriate social and health care services
- achieve verbal and written skills required by the legislation of universities of applied sciences (1129/2014, 7 §) in another domestic language (Swedish or Finnish as a second language) required for work in their field.
- are able to communicate in Swedish both verbally and in writing in the working environment of their field and as a member of a multidisciplinary work community taking ethically into account different actors (in Finland and in the Nordic countries)
OR in Finnish (S2) in Finland, taking into account the cultural and linguistic premises from those participating in communication situation.

Content

Customer insight and customer experience
Customer as an operator: encountering and hearing the customer, different needs, profiling and customer groups
Freedom of choice as a customer opportunity
Service design in planning customer experience
Affirmation of good customer experience at critical points in the multi-professional service chain
Customer service and patient guidance and teaching
Guidance and teaching process: assessment, planning, implementation (methods, forms and contents), evaluation and recording
Use of customer service, guidance and teaching materials in a customer-oriented and goal-oriented manner
Swedish (alternatively Finnish as a second language)

Assessment criteria, satisfactory (1)

Assessment criteria: 0–5
Assessment framework, see the appendix.
Assessment criteria for beginner/advanced level are applied.