NHS Arden & GEM CSU’s Engagement, Communications and Marketing team has been shortlisted for a prestigious industry award. The ‘Focus on Mental Health’ project has been recognised by the Association for Healthcare Communications and Marketing (AHCM) Award in the ‘Best Internal Communications’ category.
Arden & GEM was commissioned by NHS England to develop an e-learning and internal communications package for NHS 111 call handlers, so they are better equipped to help people with lived experience of mental health.
The ‘Focus on Mental Health’ module was developed with input from people with experience of mental health, who share their feedback on their 111 service through a series of video interviews. The e-learning resource also features clips from NHS 111 call handlers, who share their own insights on how they have dealt with particular situations. The module includes four chapters covering issues ranging from building a rapport with callers and showing empathy, to managing challenging situations where perhaps callers are at risks of self-harming or are having suicidal thoughts.
Elise Barker, Associate Director of Engagement, Communications and Marketing said: “This e-learning module has being designed to give handlers the caller’s perspective, helping NHS 111 staff to fully empathise at a time when they might be experiencing serious difficulties. We wanted to ensure the training is easy for people to follow, and comprehensive. Creating clear graphics, combined with videos in bite-sized chunks of information means the 111 call handlers can pick and choose chapters as and when they have the opportunity. We are really proud of the project and it is wonderful to have this work independently recognised.”
The AHCM Award winners will be announced at an award ceremony on 16 March.