Frequently Asked Questions
Find answers to common questions about our healthcare communication skills training programmes
General
What is FrontLine Communication?
FrontLine Communication is the UK's leading provider of communication skills and emotional intelligence training for healthcare professionals. We work with NHS trusts, hospices, cancer centres, and healthcare charities to improve patient communication through our ACST, ECST, webinars, and bespoke training programmes.
What types of healthcare communication training do you offer?
We offer ACST (Advanced Communication Skills Training) for senior Band 7+ staff, ECST (Enhanced Communication Skills Training) for mid-tier and junior staff, ACCEND-mapped cancer care training, interactive webinars, facilitation skills courses, and fully bespoke programmes. All training includes professional actors for realistic role-play scenarios.
Who is healthcare communication training for?
Our training is for all healthcare professionals including doctors, consultants, nurses, clinical nurse specialists, allied health professionals, radiographers, pharmacists, medical examiners, support staff, and anyone involved in patient care or healthcare teams across NHS trusts, hospices, and private healthcare.
Do you offer online healthcare training?
Yes, all our training programmes can be delivered online via Zoom or in-person at your organisation. Our webinars are fully online 2-3 hour sessions, and our ACST and ECST workshops can be delivered as virtual courses with the same interactive quality as face-to-face training.
ACST
What is ACST (Advanced Communication Skills Training)?
ACST is a 3-part blended learning programme for Band 7+ healthcare professionals. It combines e-learning (2-3 hours of videos), individual 1:1 coaching to create personalised scenarios, and a 2-day experiential workshop with professional actors. The course teaches advanced skills for difficult conversations like breaking bad news, managing strong emotions, and navigating challenging patient interactions.
How long does ACST training take?
The complete ACST programme spans approximately 5 weeks. E-learning begins 1 month before the workshop (2-3 hours total). Individual coaching calls happen about 1 week prior (30 minutes each). The workshop runs for 2 days with shorter hours (9am-2:30pm) to reduce fatigue and maximise learning.
Who should attend ACST training?
ACST is designed for Band 7+ healthcare professionals including consultants, registrars, clinical nurse specialists, allied health professionals, and senior clinical staff who regularly have difficult conversations with patients and families. It's particularly valuable for those in oncology, palliative care, critical care, and other specialties involving serious illness discussions.
ECST
What is ECST (Enhanced Communication Skills Training)?
ECST is a 1-day focused communication skills training programme for mid-tier and junior healthcare staff. Unlike the more intensive ACST, ECST delivers targeted training on specific topics like challenging conversations, dementia care, or role-specific communication skills. It's available as workshop-only or with optional e-learning.
What is the difference between ACST and ECST?
ACST (Advanced) is a comprehensive 3-part blended programme for Band 7+ senior staff, spanning 5 weeks with individual coaching and 2-day workshops. ECST (Enhanced) is a focused 1-day workshop for mid-tier and junior staff, targeting specific communication challenges. ECST is more accessible and can train 14 people per session versus 10 for ACST.
What ECST course topics are available?
ECST covers diverse topics including: Multidisciplinary ECST, Challenging Conversations with Colleagues, ECST for International Medical Graduates, ECST for Post Graduate Doctors, ECST for Early Career CNS, ECST for Radiographers, ECST for Medical Examiners, ECST for Dementia Care, Enhanced Breaking Bad News, and Enhanced Motivational Interviewing.
Webinars
How long are the FrontLine Communication webinars?
Our webinars run for 2-3 hours and are designed for busy healthcare professionals. They are interactive small-group sessions delivered online via video conference, allowing you to join from anywhere with an internet connection.
Are the webinars CPD certified?
Yes, all FrontLine Communication webinars are CPD certified for healthcare professionals. You will receive a certificate of attendance that counts towards your continuing professional development requirements.
Booking
How can individuals book communication skills training?
Individuals can book our webinars directly through our website, or access ACST courses through pay-per-place partnerships with NHS organisations like Guy's Cancer Academy. Organisations can book whole courses or discuss bespoke requirements by contacting us directly.
How much does healthcare communication skills training cost?
Training costs vary by programme type and delivery method. We offer flexible pricing models including whole course bookings, pay-per-place options through partner organisations, and bespoke packages tailored to your needs. Contact us for a quote based on your specific requirements.
Can you deliver training at our NHS Trust or hospital?
Yes, we deliver training both online via Zoom and in-person at your organisation's location anywhere in the UK. In-person delivery is available for most programmes, and we can accommodate multiple sessions to train large numbers of staff.
How do you tailor training to our organisation's specific needs?
We work closely with clients to understand their challenges through patient feedback, complaints, staff concerns, or culture change goals. Training scenarios are customised using real examples from your context, and we can develop entirely bespoke courses in partnership with your organisation.