NHS Track and Trace Case Study
Rapid Mobilisation for a National Critical Service
How Elite Training helped the NHS launch its Track & Trace service during the pandemic, delivering urgent, high-volume virtual training for a newly recruited workforce.
Emergency Response at Scale
In late January 2020, as the Covid-19 pandemic reached the UK, the NHS faced an unprecedented challenge: launching the national Track and Trace service immediately to manage the spread of the virus.
This required the high-volume recruitment of new staff in Scotland to meet rapidly rising needs. However, the internal NHS resources were insufficient to train such a large influx of employees quickly.
They needed to "parachute in" experienced trainers who could immediately adapt to the NHS culture, master complex scripts and software, and deliver effective training virtually to large groups with varying levels of IT proficiency.
Bespoke Virtual Training & Capacity Building
Elite Training & Consultancy was awarded the contract to design and deliver a comprehensive training programme. We developed a robust curriculum that ensured trainees could pass an assessment before entering the "live" environment.
The Programme Covered:
- Script Adherence: Ensuring complex issues and detailed questions were addressed accurately.
- Bespoke Software: Training on the specific tracking software for recording contact information.
- Soft Skills: Managing sensitive and challenging conversations with the public.
- Wellbeing: Developing personal coping strategies for staff in a high-pressure role.
Following the success of the initial rollout, Elite was asked to design and deliver a "Train the Trainer" programme for internal NHS staff and other external trainers. We recorded sessions for future use, developed scripts, and refined lesson plans to ensure a sustainable, long-term training capability.
A Resilient, Skilled Workforce
The recruitment and training programme was highly successful. A high volume of staff were brought on board rapidly, equipped with the knowledge and confidence to work effectively in a constantly evolving, high-stakes environment.
Building on this success, we have since delivered a second Train the Trainer programme for internal staff, ensuring that the NHS team's skills continue to be strengthened and self-sufficient.
"Recognising that their internal resources would not be sufficient... they needed to 'parachute in' experienced trainers that could acclimate to the culture and values of the organisation."
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