Care

Customer Care

Network: 
ACIST Skillnet
Duration 1 Day
Number of Places 10
Course Fee €80
Free for unemployed (eligibility criteria applies)
Subjects Taught • Introduction
• Why is Customer Care important?
• Customer Care in the current economic environment
• Understanding customer needs & Benefits of Customers Care
• Management of Customer Care & Up selling
�� Front Line Communications Skills & Greeting
�� The customer care transaction – 5 steps
�� Empowerment – how to use it effectively
�� Quiz and games
�� Q&A
Enrolment and Start Dates Comment 1st May 2013 - Limerick
2nd May 2013 - Ennis (Venues TBA)
Financial Support ACIST Skillnet Funding
Course Content This programme is designed for all learners dealing directly with the public and looking to improve chances of repeat business.
Entry Requirements No qualifications or previous programme attendances are required to complete this course. Programme material is available in various languages.
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Mobile: 087 9980303
Office: 0657081466
Email: crystel@skillsacist.com
Learning Outcomes To create an understanding of the importance of Customer Care, how it can be applied to help you in providing a better service to your customers, and how good Customer Care can be used to maintain and grow jobs within the business.
Trainer Cater Care Ltd
37 Lord Edward Street
Limerick
e info@catercare.ie
www.catercare.ie
Location of Course Limerick and Ennis
Venues TBA
Available to Job Seekers: 
Yes
Certified: 
No

First Aid for Nursing Homes

Duration 1 day
Number of Places 10
Enrolment and Start Dates Comment Courses run to meet the needs of LHP Member Nursing Homes.
For further information on this course e-mail: christianhuet@lhpskillnet
Financial Support This course is part funded by LHP Skillnet.

Training for the unemployed.
In the new round of funding in 2012 LHP Skillnet is also providing training to job-seekers, who are training with those in employment. If you are unemployed and fulfil the Skillnets definition of a job-seeker you can attend these courses at no cost and with no impact on your social welfare payments or benefits. Look at http://www.skillnets.ie/job-seekers/eligibility-criteria to find out more about eligibility criteria.

Course Content This day course is aimed at persons wishing to be able to deal successfully with a range of emergency situations before the arrival of the professional. It is ideally suited to health care support staff in nursing homes or hospitals. The course content will be tailored to suit the needs of the care organisation.

The aims are:
To train staff members to identify situations that can become life threatening.

To train staff members to administer first aid successfully in a range of emergency situations that may occur in a care facility.

Entry Requirements Staff working in private nursing homes, hospitals and care agencies.
Further Enquiries Email: christianhuet@lhpskillnet.ie
Mob: 087 6634 995
Tel: 01 218 7698
Fax: 01 218 7698
Eligibility Staff working in private nursing homes, hospitals and care agencies.
Learning Outcomes Learning Outcomes:
• Recognise the early warning signs of The Choking Casualty, Heart Attack and Stroke

• Intervene in the correct way to preserve life until help arrives.

• Identify situations that require immediate attention such as Burns, Bleeding and Shock.

• Know how to correctly deal with these emergency situations until help arrives.

Methods of Assessment Oral and written assessment
Trainer The course will be run by Instructors holding current certification from the Occupational First Aid Assessment Agent and are listed on their register maintained there on behalf of the Health and Safety Authority.
Available to Job Seekers: 
Yes
Certified: 
No

Certificate in Healthcare Support

Duration One day per week over 26 weeks.
Comment Please note there are limited places on each course for Jobseekers. LHP Skillnet receive funding to up skill people working in the private healthcare sector only.
Number of Places Up to 24 on each programme to include job seekers.
Course Fee €760 for the 8 FETAC Level 5 Modules including AED CPR.
Subjects Taught The following FETAC Level 5 mandatory modules will be covered on all the courses:
• Care Skills 5N2770
• Care Support 5N0758
• Safety and Health at Work 5N1794
• Communication 5N0690
• Work Experience 5N1356

The following 3 FETAC Level 5 modules will be covered to meet the requirements of the care facilities for LHP Skillnet members and to complete the certificate:
• Care of the Older Person 5N2706
• A Palliative Care Approach 5N3769
• Team Working 5N1367

FETAC Code 5M3782: Health Service Skills
Enrolment and Start Dates Comment Enrollment ongoing depending on the start date for the various regions, contact christianhuet@lhpskillnet.ie for information on any of the programmes.

We are now taking names for courses commencing in February and March 2013. Please contact us on 012187698 or 087 663 4995

Financial Support Training for the unemployed
LHP Skillnet accommodates people who have lost jobs in other sectors to undertake the FETAC major healthcare award (DHSXX) and other courses. If you fulfill the Skillnets definition of a job-seeker you can attend courses at no cost. Look at http://www.skillnets.ie/job-seekers/eligibility-criteria to find out more about eligibility criteria.
Course Content FETAC Level 5 Certificate in Healthcare Support for Healthcare Assistants (HCA) Code 5M3782
The FETAC Level 5 Certificate in Healthcare Support Certificate consists of 8 FETAC Level 5 Modules. The certificate is one of the Department of Health and Children’s recommended qualification for HCA. It will also meet the requirements of the National Standards for Residential Care Facilities which are in place since June 2010.

AED heart saver CPR certification will be covered as a requirement for the care skills module. All the modules will be taught by registered nurse tutors (RNT).

Careers or Further Progression Nursing as a mature applicant see Nursing Careers Centre at www.nursingcareers.ie for information on the process.

BA (Ord) Social Care Practice (Older Persons),Degree Programme in DIT see www.dit.ie for more information on how to progress.

Entry Requirements Healthcare Assistants working in the private care sector only.
Further Enquiries Email: christianhuet@lhpskillnet.ie
Mob: 087 6634 995
Tel: 01 218 7698
Fax: 01 218 7698
Eligibility Health care assistants working in the private care sector only.
Learning Outcomes FETAC Level 5: Care Skills Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To recognise the person care needs of clients
• To respond effectively to clients’ individual needs, with their involvement and use of choice
• To acquire practical skills in the area of client personal care
• To maintain a safe, healthy and hygienic environment for clients.
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FETAC Level 5: Care Support Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To understand the responsibilities and entitlements of a care worker
• To recognise the need for continuing development in care work, drawing on person reflection and experience
• To promote good practice and respect for diversity in the care setting
• To understand the importance of working effectively as part of a team
• To communicate and deal with people in ways that are consistent with the role of a carer.
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FETAC Level 5: Safety and Health at Work Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To understand the concepts of safety and health
• To recognise the factors that influence health, safety and welfare
• To apply the principles and procedures of health and safety to the workplace
• To understand the importance of hazard identification and risk assessment
• To promote safe working practices and procedures
• To be familiar with core legislation in the area of safety, health and welfare.
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FETAC Level 5: Communications Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To develop an awareness of the essential role played by communication in human interaction
• To acquire communication skills relevant to vocational and personal development
• To understand the communicative principles and practices involved in gathering and relaying information
• To acquire the skills and confidence to convey and interpret meaning, in writing, orally and visually
• To develop a critical awareness of communications messages and media
• To explore the use of modern communication and information technology, and its application in personal and vocational life.
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FETAC Level 5: Work Experience Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To develop critical awareness of the changing nature of work
• To set achievable goals for work experience
• To utilise learning opportunities presented in the work environment
• To apply work skills to consolidate learning in the vocational area
• To understand how work is planned and organised at different levels in a specific vocational area
• To appreciate the importance of safety and welfare in the workplace
• To develop capabilities, both personal and vocational, to successfully meet challenges in the workplace
• To review career choices in the light of their own aspirations, experience, abilities and available options
• To explore future employment opportunities (including opportunities for self employment, contract work, work in the social economy etc).
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FETAC Level 5: Care of the Older Person Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To demonstrate good work practices in the provision of individualised holistic care for older people
• To understand the concept of the ageing process
• To be able to meet the full range of needs of older people in a variety of care settings
• To enhance the quality of life of the older person.
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FETAC Level 5: A Palliative Care Approach Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To provide holistic care for persons diagnosed with a life-limiting illness and in the last days of a person’s life and also for their families, carers and significant others
• To communicate effectively with persons with a life-limiting illness and in the last days of a person’s life and also with their families, carers and significant others
• To enhance the quality of life of the person with a life-limiting illness
• To recognise and respect the uniqueness of each person’s approach to death
• To work effectively as part of the healthcare team.
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FETAC Level 5 Teamworking Module
General Aims of the Module:
Learners who successfully complete this module will be able:
• To appreciate the role of Teamworking within organisations
• To understand how teams are best constructed
• To develop an awareness of the different roles and personality types in teamworking
• To work effectively as a team member
• To develop a range of skills effective in Teamworking
• To implement team actions.
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Methods of Assessment Projects, assignments, Learner records, examination, collection of work for the various modules. Most of the assessments are work based and work related which makes the class contact time more meaningful and relevant to the participant by linking theory to practice thus ensuring that evidence based quality care is provided to all residents patients.

FETAC Level 5 Care Skills Module
Assessments for the Module are:
Skills Demonstration: 60%
Assignments (2): 40%
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FETAC Level 5 Care Support Module
Assessments for the Module are:
Learner Record: 70%
Assignment:30%
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FETAC Level 5 Safety and Health at Work Module
Assessments for the Module are:
Assignments (2): 60%
Examination: 40%
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FETAC Level 5 Communications Module
Assessments for the Module are:
Collection of Work: 50%
Skills Demonstration: 50%
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FETAC Level 5 Work Experience Module
Assessments for the Module are:
Practice and Placement mode:-
Learner Record: 50%
Skills Demonstration: 30%
Assignment: 20%
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APEAL mode:-
Learner Record: 80%
Assignment: 20%
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FETAC Level 5 Care of the Older Person Module
Assessments for the Module are:
Skills Demonstration: 60%
Project: 40%
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FETAC Level 5 a Palliative Care Approach Module
Assessments for the Module are:
Learner Record: 70%
Assignment: 30%
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FETAC Level 5 Teamworking Module
Assessments for the Module are:
Skills Demonstration: 60%
Learner Record: 40%
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Trainer Leading Healthcare Providers Skillnet
Location of Course Nationwide
Dun Laoghaire
Ballinasloe
Coolock
Swords
Mullingar/Athlone
Available to Job Seekers: 
Yes
Certified: 
Yes

Elder Abuse

Duration 4 hours
Number of Places 20
Course Fee Contact: christianhuet@lhpskillnet.ie
Subjects Taught What is elder abuse?
Types of abuse
• Physical abuse
• Financial abuse
• Sexual abuse
• Abuse by neglect and acts of omission
• Abuse by discrimination
• Institutional abuse
• Managing disclosure
Enrolment and Start Dates Comment On demand from nursing homes courses will be planned where needed.
Financial Support This programe is part funded by LHP Skillnet
Course Content • To increase knowledge and understanding of what elder abuse is.

• To give the knowledge and skills needed to identify abuse, mistreatment and neglect - including covert or hidden abuse or abuse in its early stages.

• To help identify care practices that might lead to or contribute to elder abuse.

• To understand the actions that needs to be taken if elder abuse is discovered or suspected.

Entry Requirements Contact: christianhuet@lhpskillnet.ie
Further Enquiries Email: christianhuet@lhpskillnet.ie
Mob: 087 6634 995
Tel: 01 218 7698
Fax: 01 218 7698
Learning Outcomes At the end of the training session you will be able to:
• Understand and define what is meant by the term "elder abuse"

• Understand and be able to recognise different types and forms of elder abuse

• Understand how and by whom abuse can take place

• Understand and be able to identify the factors and situation, including work and care practices, which might lead to elder abuse

• Identify when elder abuse might be taking place

• Understand and know how to use the reporting system if you discover or suspect that elder abuse is taking place.

Trainer Leading Healthcare Providers Skillnet
Location of Course This course is run through the country as required by nursing home demand, Nation Wide,Dun Laoghaire, Galway , Midlands
Available to Job Seekers: 
Yes
Certified: 
No

Practical Home Care Skills

Duration 5 days
Course Fee Price TBC
Subjects Taught The Syllabus will cover the following:
Unit 1: Communication and Listening Skills
Unit 2: Safe Caring
Unit 3: Practical Care Skills
Unit 4: Care Support
FETAC Code N22940: Practical Home Care Skills
Enrolment and Start Dates Comment Start date:
18/11/2013
Course Content Learners who successfully complete this module will:
• Develop good communication skills relevant to their care role
• Understand the personal care needs of the person in their care
• Understand the importance of maintaining a safe, healthy and hygienic environment for the person being cared for
• Acquire the practical care skills that maintain the best quality of life for the person in their care
• Identify the needs and supports that are available to Carers providing practical care skills.
Entry Requirements Participants must hold a Leaving Certificate or equivalent Qualification (Level 4) and / or have relevant life and work experience.
Further Enquiries Siobhan O'Callaghan
Tel: 01 291 1963
Fax: 01 293 8957
Email: training@irishfranchisingskillnet.com
Methods of Assessment The course is assessed using
• Assignment (25%) Skills Demonstration (75%)
Location of Course Nationwide
Available to Job Seekers: 
No
Certified: 
Yes

Patient Moving & Handling

Duration 1 day
Number of Places 10
Course Fee €40.00 - €60.00 approximately
Subjects Taught Patient Moving and handling.
Enrolment and Start Dates Comment Enroling early January for mid January / February training
Course Content Employers / employees responsibilities, bio mechanics, risk assessment and skills demo.
Careers or Further Progression Qualifications beneficial for work in the health care sector.
Entry Requirements Over 18, health care qualification or interest in.
Further Enquiries Gerry Gallagher
Network Manager
Mob: 087 685 8550
Tel: 071 985 8252
Fax: 071 985 8252
E-mail: reskillnet@medpartnership.com
Eligibility Employed, limited places for unemployed on occasions.
Learning Outcomes The learner should be able to demonstrate competence in the subject matter.
Methods of Assessment Learner record, skills demo.
Trainer Various
Location of Course Tuam , Galway
Available to Job Seekers: 
Yes
Certified: 
No

Care of the Older Person

Duration 3 days
Number of Places 10 - 12
Course Fee €230 approximately, dependent on numbers
Subjects Taught Care of the older person
FETAC Code D20180: Care of the Older Person
Enrolment and Start Dates Comment These training courses will be held throughout 2013 at suitable venues dependent on demand.
Financial Support Limited free places for job seekers.Possible 25% funding for employed persons, subject to criteria
Course Content The ageing process, Skills required for working with the older person, caring for the older person with specific needs,Care settings
Entry Requirements Interest in Caring profession
Further Enquiries Gerry Gallagher
Network Manager
Mob: 087 685 8550
Tel: 071 985 8252
Fax: 071 985 8252
E-mail: reskillnet@medpartnership.com
Learning Outcomes Learners who successfully complete this module will:
8.1 demonstrate good work practices in the provision of individualised holistic care for older people
8.2 understand the concept of the ageing process
8.3 be able to meet the full range of needs of older people in a variety of care settings
8.4 enhance the quality of life of the older person
Methods of Assessment Skills demonstration and project
Trainer Various suitably qualified
Location of Course West of Ireland
Available to Job Seekers: 
Yes
Certified: 
Yes

Care of the Older Person

Duration 3 days (one day a week)
Number of Places 20
Course Fee €120
FETAC Code D20180: Care of the Older Person
Enrolment and Start Dates Comment Please contact Christian Huet at christianhuet@lhpskillnet.ie or 0876634995 if you require this training
Financial Support Part funded by Leading Healthcare Providers Skillnet.

Training for the unemployed
LHP Skillnet accommodates people who have lost jobs in other sectors to undertake the FETAC modules and major healthcare award (DHSXX) and other courses. If you fulfill the Skillnets definition of a job-seeker you can attend courses at no cost. Look at http://www.skillnets.ie/job-seekers/eligibility-criteria to find out more about eligibility criteria.

Course Content Aims:
• To demonstrate good work practices in the provision of individualised holistic care for older people
• To understand the concept of the ageing process
• To be able to meet the full range of needs of older people in a variety of care settings
• To enhance the quality of life of the older person
Careers or Further Progression credit as an elective module towards the FETAC Level 5 Certificate in Helathcare Support DHXSS
Entry Requirements Working in care
Further Enquiries Email: christianhuet@lhpskillnet.ie
Mob: 087 6634 995
Tel: 01 218 7698
Fax: 01 218 7698
Learning Outcomes Learning Outcomes:
• Define healthy ageing and know the normal physiological and psychological process of ageing
• Be aware of the social impact of ageing
• Identify the role of the statutory and voluntary agencies in promoting the well being of older people
• Identify common misconceptions regarding ageing
• Demonstrate the role of the HCAs in promoting a sense of worth, dignity, choice, self esteem, independence, empowerment and advocacy for the older person
• Know how to provide holistic care from physical, social, emotional, spiritual and psychological perspective
• Demonstrate effective communication skills when caring for clients , family members and multidisciplinary team.
• Reflect on strategies to improve personal effectiveness in the workplace.
• Know the importance of providing therapeutic interventions to improve quality of life of the older person
Methods of Assessment Skills Demonstration 60%
Project 40%
Trainer Leading Healthcare Providers Skillnet
Location of Course Next course running in Dun Laoghaire, Ballinasloe, Mullingar, Athlone, Collock and Bewleys Airport Hotel in Swords
Dun Laoghaire, Co Dublin
Available to Job Seekers: 
Yes
Certified: 
Yes

Lean Healthcare

Network: 
ULearning Skillnet
Duration This programme takes 10 months and is run over two semesters, each 15 weeks, with 10 weeks project write up upon completion of the taught element.
Course Fee Fees for the programme are €4,950 and include all course materials, text books and exam fees.

Students receive a learning pack containing course notes and relevant text books that have been customised by the collaborating organisations for the Irish health sector, using cases and examples from Ireland and the UK.

Subjects Taught The programme comprises four taught modules and a company based project.
Lean Thinking/Lean Tools I
Lean Sigma, Project Management & Finance
Lean Thinking/Lean Tools 2
Leadership and Change Management

In Company Project
Programme completion requires a substantial industry based project, reported in the form of management report. The expectation that the project would realise savings of at least €30,000 for the participant organisation. The project will require the application of the concepts covered in the course. The output of the project should involve a significant benefit to the company. The Student, Supervisor and Company will agree the success metric for the project as part of the topic selection process.

Examples of success metrics could include:
the improvement of a specified performance indicator by an agreed amount.
the quantifiable addition of value to process or service which was the focus of the project.
a cost saving of the order of €30,000 which must be verified by the company, or in the case of a Small to Medium Enterprises, (SMEs, <250 employees), project savings must amount to 0.1% of annual turnover.
An example could be a kanban system that could result in cost savings through inventory reduction to the value of €50,000, or an increase in machine efficiency by 5%, or a reduction process cycle time by 10%.

Enrolment and Start Dates Comment Programme takes 10 months and is run over two semesters, each 15 weeks, with 10 weeks project write up upon completion of the taught element.

Enrolment takes place in September.

Financial Support This course has been approved by ULearning Skillnet for a fees subsidy of up to 25% for students whose company is a member of the ULearning Skillnet network.

There are also a limited number of free places available for unemployed students who meet the required criteria by ULearning Skillnet.

Please note there are only a limited number of subsidies available for both employed and unemployed students.

Jobseekers please be advised that the Department of Social Protection (DSP) has no mandate to extend welfare support to clients undertaking NFQ Level 9 Programmes. Such programmes cannot be approved by DSP, and on that basis are designated SKN-E. Notwithstanding the above, we may offer a NFQ L.9 place to a welfare recipient. This is conditional on our network informing the individual, during the recruitment & selection phase, that the:

Welfare payment must be relinquished should he/she wish to pursue the programme

Trainee must inform the Social Welfare Local Office (SWLO), prior to commencement, about his/her intention to undertake an SKN-E programme, so that the Office can take the necessary steps to review/withdraw payment

Unfortunately, Skillnets cannot seek exceptional approval from DSP for any jobseekers that wish to accept a place on one of the ULearning Skillnet Level 9 courses.

Course Content The application of Lean Thinking has the potential to increase the efficiency and effectiveness of the system for both the patient and the healthcare professionals, and by reducing costs and getting the best from resource use.

The University of Limerick in collaboration with the Irish Society for Quality and Safety in Healthcare, The Adelaide, Meath and National Children’s Hospitals at Tallaght and the Bon Secours Hospital Group have come together to develop an innovative, distance education, part-time programme which will allow participants to put Lean thinking into practice in Irish healthcare.

The Lean Health Systems Diploma is a sector specific roll-out of the highly successful Specialist Diploma - Lean Systems. Over 50 companies and 200 participants have undertaken the course since it first started in 2006.

The diploma will provide Irish healthcare professionals education and practical application to a Black Belt level in Lean. Participants will learn and apply patient-centred, Lean process thinking to drive improvement with measurable results within their healthcare organisations. A practical project will form a key element of the programme, ensuring the integration of the various concepts in the participants’ workplace.

This project will need to result in significant improvements for participating healthcare units.

This programme forms part of the MSc in Strategic Quality Management Lean Sigma Systems. Those who have completed this programme may continue on to the MSc.

Entry Requirements Relevant primary degree/recognised professional qualification and 1-3 years relevant industrial experience.

Or
Portfolio of evidence of prior qualifications in quality management together with the application of learning or competence (e.g green/black belt project reports, reflective papers or journals). Two references from appropriate signatories in the candidate’s organisation will be accepted as evidence. Candidates may be required to attend an interview prior to enrolling on the programme.

Further Enquiries ULearning Skillnet:
Phone: 086 0214825
Email: info@ulearning.ie
Trainer University of Limerick
Location of Course University of Limerick
Available to Job Seekers: 
Yes
Certified: 
Yes
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