LAPT
London Academy of Professional Training
Master Certificate
Level 6-7
Leadership
ISO Management & Services
ISO 9001CSRM — Quality Management Applied to Care Services
REF: MGT-CSRM-9001CSRM
Who Is It For
This certification is aimed at senior leaders and managers currently working in the care services industry with significant experience in quality management. Professionals seeking to elevate their expertise in ISO standards and improve operational effectiveness will find this certification essential.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Client Engagement and Satisfaction
Understanding Client Engagement in Care Services
6 classes
1.1 Define Client Engagement in Care Services
1.2 Identify Key Factors Influencing Client Satisfaction
1.3 Explore Effective Communication Strategies for Client Interaction
1.4 Assess Client Feedback Mechanisms and Their Importance
1.5 Implement Strategies for Enhancing Client Engagement
1.6 Evaluate the Impact of Engagement on Client Satisfaction Outcomes
Techniques for Effective Communication with Clients
6 classes
2.1 Understand Key Principles of Effective Client Communication
2.2 Explore Active Listening Techniques for Client Engagement
2.3 Develop Empathy Skills to Enhance Client Relationships
2.4 Utilize Non-Verbal Communication to Build Trust with Clients
2.5 Implement Feedback Mechanisms to Measure Client Satisfaction
2.6 Apply Conflict Resolution Strategies in Client Interactions
Measuring Client Satisfaction: Tools and Metrics
6 classes
3.1 Identify Key Metrics for Measuring Client Satisfaction
3.2 Explore Qualitative and Quantitative Tools for Feedback Collection
3.3 Implement Client Surveys to Gauge Satisfaction Levels
3.4 Analyze Feedback Data to Uncover Client Insights
3.5 Develop Action Plans Based on Client Satisfaction Findings
3.6 Evaluate the Effectiveness of Client Engagement Strategies
Implementing Client Feedback Mechanisms
6 classes
4.1 Identify Effective Client Feedback Tools
4.2 Design Client Surveys for Maximum Insight
4.3 Implement Active Listening Techniques in Feedback Sessions
4.4 Analyze Client Feedback Data for Quality Improvements
4.5 Communicate Feedback Outcomes to Stakeholders
4.6 Develop an Action Plan Based on Client Insights
Strategies for Continuous Improvement in Client Engagement
6 classes
5.1 Assess Current Client Engagement Levels
5.2 Identify Key Factors Influencing Client Satisfaction
5.3 Develop Targeted Improvement Strategies for Engagement
5.4 Implement Feedback Mechanisms to Monitor Client Input
5.5 Evaluate the Effectiveness of Engagement Strategies
5.6 Foster a Culture of Continuous Improvement in Client Relations
2
Leadership and Team Management
Understanding Leadership Theories in Care Services
6 classes
1.1 Explore Different Leadership Theories in Care Services
1.2 Analyze the Impact of Leadership Styles on Team Dynamics
1.3 Identify Key Traits of Effective Leaders in Care Settings
1.4 Evaluate Situational Leadership in Care Services
1.5 Apply Transformational Leadership Concepts to Team Motivation
1.6 Develop a Personal Leadership Philosophy for Care Management
Building Effective Teams in Care Environments
6 classes
2.1 Define Team Roles and Responsibilities in Care Settings
2.2 Explore Communication Techniques for Effective Team Collaboration
2.3 Identify Strategies for Building Trust Among Team Members
2.4 Assess Team Dynamics and Performance in Care Environments
2.5 Implement Conflict Resolution Techniques within Care Teams
2.6 Develop a Team Action Plan for Continuous Improvement in Care Services
Communication Strategies for Leadership Success
6 classes
3.1 Identify Key Communication Barriers in Leadership
3.2 Employ Active Listening Techniques for Effective Team Engagement
3.3 Utilize Non-Verbal Communication to Enhance Leadership Presence
3.4 Develop Clear Messaging Skills for Impactful Leadership
3.5 Apply Feedback Mechanisms to Improve Team Communication
3.6 Create an Inclusive Communication Strategy for Diverse Teams
Conflict Resolution and Problem Solving in Care Services
6 classes
4.1 Identify Sources of Conflict in Care Services
4.2 Analyze the Impact of Conflict on Team Dynamics
4.3 Explore Effective Communication Strategies for Resolution
4.4 Apply Problem-Solving Frameworks in Conflict Situations
4.5 Practice Mediation Techniques in Role-Play Scenarios
4.6 Develop a Conflict Resolution Action Plan for Your Team
Evaluating Leadership Impact on Care Quality
6 classes
5.1 Analyze Leadership Styles and Their Effect on Care Quality
5.2 Assess Team Dynamics in Delivering High-Quality Care
5.3 Identify Key Performance Indicators for Leadership Impact
5.4 Evaluate Case Studies of Effective Leadership in Care Settings
5.5 Develop Strategies for Enhancing Leadership Influence on Care Quality
5.6 Create an Action Plan for Leadership Development in Care Services
3
Risk Management in Care Services
Understanding Risk Management in Care Services
6 classes
1.1 Define Key Concepts in Risk Management for Care Services
1.2 Identify Common Risks in Care Settings
1.3 Assess the Impact of Risks on Care Services
1.4 Explore Effective Risk Mitigation Strategies
1.5 Implement a Risk Assessment Framework in Care Services
1.6 Evaluate and Review Risk Management Practices in Care Settings
Identifying and Assessing Risks in Care Settings
6 classes
2.1 Define Key Concepts in Risk Management for Care Settings
2.2 Identify Common Risks in Care Environments
2.3 Assess the Impact of Risks on Care Quality
2.4 Evaluate Risk Assessment Tools and Techniques
2.5 Develop a Risk Assessment Framework for Care Services
2.6 Implement and Monitor Risk Management Strategies in Practice
Implementing Risk Control Measures
6 classes
3.1 Identify Common Risks in Care Services
3.2 Evaluate the Impact of Identified Risks
3.3 Develop Effective Risk Control Strategies
3.4 Implement Risk Control Measures in Practice
3.5 Monitor and Review Risk Control Effectiveness
3.6 Foster a Culture of Continuous Risk Management
Monitoring and Reviewing Risk Management Practices
6 classes
4.1 Identify Key Components of Risk Management Practices
4.2 Analyze Current Risk Management Practices in Care Services
4.3 Evaluate Effectiveness of Existing Monitoring Tools
4.4 Develop Criteria for Reviewing Risk Management Procedures
4.5 Implement a Continuous Improvement Plan for Risk Management
4.6 Communicate Findings and Recommendations to Stakeholders
Crisis Management and Emergency Preparedness in Care Services
6 classes
5.1 Identify Potential Crises in Care Services
5.2 Assess the Impact of Emergencies on Care Delivery
5.3 Develop a Comprehensive Crisis Management Plan
5.4 Establish Communication Protocols During Emergencies
5.5 Implement Training Simulations for Staff Preparedness
5.6 Evaluate and Revise Crisis Management Strategies
4
Continuous Improvement Strategies
Understanding Continuous Improvement in Care Services
6 classes
1.1 Define Continuous Improvement in Care Services
1.2 Identify Key Principles of Continuous Improvement
1.3 Analyze Current Practices for Improvement Opportunities
1.4 Explore Tools and Techniques for Continuous Improvement
1.5 Develop a Continuous Improvement Action Plan
1.6 Evaluate the Impact of Continuous Improvement Initiatives
Analyzing Current Practices and Identifying Areas for Improvement
6 classes
2.1 Assess Current Care Practices Using SWOT Analysis
2.2 Gather and Analyze Stakeholder Feedback for Improvement
2.3 Identify Key Performance Indicators (KPIs) for Care Services
2.4 Map Current Processes to Identify Inefficiencies
2.5 Prioritize Improvement Areas Using the Pareto Principle
2.6 Develop an Action Plan for Implementing Improvement Strategies
Implementing Improvement Frameworks: Tools and Techniques
6 classes
3.1 Identify Key Improvement Frameworks in Care Services
3.2 Analyze the Benefits of Continuous Improvement Techniques
3.3 Explore Tools for Measuring Quality in Care Services
3.4 Implement Root Cause Analysis for Effective Problem-Solving
3.5 Design Action Plans for Sustainable Improvements
3.6 Evaluate Success and Iterate Improvement Strategies
Engaging Teams and Stakeholders in Continuous Improvement
6 classes
4.1 Identify Key Stakeholders in Continuous Improvement
4.2 Develop Effective Communication Strategies for Engagement
4.3 Foster a Team Culture of Continuous Improvement
4.4 Implement Collaborative Problem-Solving Techniques
4.5 Collect and Analyze Feedback from Teams and Stakeholders
4.6 Create Action Plans to Sustain Engagement in Improvement Initiatives
Evaluating Improvement Impact and Sustaining Changes
6 classes
5.1 Assessing Current Improvement Outcomes
5.2 Identifying Key Performance Indicators for Evaluation
5.3 Gathering and Analyzing Feedback from Stakeholders
5.4 Developing Action Plans Based on Evaluation Results
5.5 Implementing Strategies for Sustaining Changes
5.6 Creating a Continuous Improvement Culture in Care Services
5
ISO 9001 Standards and Application
Understanding ISO 9001: Principles and Framework
6 classes
1.1 Explore the Core Principles of ISO 9001
1.2 Identify Key Terminology and Definitions in ISO 9001
1.3 Analyze the Structure of the ISO 9001 Framework
1.4 Examine the Benefits of Implementing ISO 9001 Standards
1.5 Discuss the Role of Leadership in Quality Management Systems
1.6 Apply ISO 9001 Principles to Real-World Care Service Scenarios
Quality Management Systems in Care Services
6 classes
2.1 Understand ISO 9001 Principles and Framework
2.2 Identify Key Components of Quality Management Systems
2.3 Assess Current Practices Against ISO 9001 Standards
2.4 Develop Quality Objectives for Care Services
2.5 Implement Quality Control Measures in Care Settings
2.6 Evaluate and Improve Quality Management Practices
Document Control and Record Management
6 classes
3.1 Understand Document Control Principles in ISO 9001
3.2 Identify Types of Documents in Care Services
3.3 Explore Record Management Requirements in ISO 9001
3.4 Implement Effective Document Control Processes
3.5 Assess the Impact of Poor Document Control on Quality
3.6 Develop a Document and Record Management Plan
Auditing and Continuous Improvement
6 classes
4.1 Understand the Principles of ISO 9001 Auditing
4.2 Identify Key Components of an Effective Audit Process
4.3 Explore Common Audit Techniques and Tools
4.4 Analyze Audit Findings for Continuous Improvement
4.5 Develop an Action Plan Based on Audit Outcomes
4.6 Implement and Monitor Continuous Improvement Strategies
Leadership and Organisational Culture in Quality Management
6 classes
5.1 Define Leadership in the Context of Quality Management
5.2 Analyze the Role of Organisational Culture in Quality Services
5.3 Identify Key Leadership Qualities for Quality Improvement
5.4 Evaluate the Impact of Leadership on Team Engagement and Performance
5.5 Implement Strategies to Foster a Quality-Driven Culture
5.6 Develop an Action Plan for Enhancing Leadership in Care Services
6
Quality Management Principles in Care Services
Understanding Quality Management Principles in Care Services
6 classes
1.1 Define Quality Management in Care Services
1.2 Identify Key Quality Management Principles
1.3 Explore the Importance of Continuous Improvement
1.4 Analyze Stakeholder Involvement in Quality Management
1.5 Implement Quality Assurance Techniques in Practice
1.6 Evaluate the Impact of Quality Management on Care Outcomes
Implementing ISO 9001 Standards in Care Settings
6 classes
2.1 Explore ISO 9001 Standards and Their Relevance to Care Services
2.2 Identify Key Quality Management Principles in Care Settings
2.3 Assess Current Practices Against ISO 9001 Criteria
2.4 Develop a Quality Management Plan Tailored for Care Services
2.5 Implement Continuous Improvement Strategies in Care Settings
2.6 Evaluate the Effectiveness of Quality Management Initiatives
Risk Management and Quality Assurance in Care Services
6 classes
3.1 Identify Key Risks in Care Services
3.2 Assess the Impact of Risks on Quality of Care
3.3 Develop Risk Mitigation Strategies for Care Services
3.4 Implement Quality Assurance Processes in Risk Management
3.5 Monitor and Review Risk Management Effectiveness
3.6 Apply Continuous Improvement Principles to Quality Assurance
Measuring and Analyzing Quality Performance in Care Services
6 classes
4.1 Define Key Quality Performance Indicators in Care Services
4.2 Collect Data for Measuring Quality Performance Effectively
4.3 Analyze Quality Performance Metrics Using Statistical Tools
4.4 Compare Quality Performance Against Industry Benchmarks
4.5 Identify Areas for Improvement Based on Quality Analysis
4.6 Develop Action Plans to Enhance Quality Performance in Care Services
Sustaining Quality Improvement and Leadership in Care Services
6 classes
5.1 Evaluate Current Quality Improvement Practices in Care Services
5.2 Identify Key Leadership Qualities for Sustaining Quality
5.3 Implement Effective Communication Strategies for Quality Leadership
5.4 Develop a Continuous Improvement Plan for Care Teams
5.5 Assess the Impact of Change on Care Quality Outcomes
5.6 Create Actionable Metrics to Measure Quality Improvement Success
Assessment Breakdown
50%
Theory
35%
Practical
15%
Project
Passing Mark: 325 / 500 (65%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM