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Learning and development at NHS Direct Wales is fundamental in ensuring the provision of high quality healthcare that is relevant to service needs and centred around the user.

We are committed to ensuring our staff have the specific knowledge and skills required to undertake their roles. This is achieved through a process of continuing learning and development. The knowledge and skills framework (KSF) introduced as part of Agenda for Change defines and describes the knowledge and skills required by staff in order to deliver a quality service.

The education and development programmes within NHS Direct Wales consist of:

Role preparation / induction programmes

  • Mandatory training updates
  • Continuing Professional Development programme
  • Corporate induction days
  • Systems update sessions

Additional developmental guidance provided:-

  • Best practice guidelines
  • Coaching tips
  • Online learning resources
  • Software training materials
  • Monthly coaching sessions

Coaching was introduced into NHS Direct Wales in 2005 and is now firmly embedded into the service. We are constantly striving to improve and sustain individual performance and development. A highly skilled team of Practice Coaches undertake side by side coaching and training to all frontline clinical staff. In addition, the coaching team support line managers with individual team members’ in relation to performance issues.

To find out more contact a member of the team on 01792 776252





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