# FrontLine Communication - Complete Reference > FrontLine Communication is the UK's leading provider of communication skills and emotional intelligence training for healthcare professionals. This is the expanded context file with comprehensive information about all our services. --- ## Organisation Overview FrontLine Communication transforms healthcare teams across the UK through expert communication skills training. We work with NHS trusts, hospices, cancer centres, and healthcare charities to improve how healthcare professionals communicate with patients, families, and colleagues. ### Core Expertise - Breaking bad news to patients and families - Managing strong emotions in clinical settings - Challenging conversations with patients and colleagues - Patient-centred communication techniques - Emotional intelligence in healthcare - End-of-life and palliative care conversations - Cancer care communication (ACCEND competencies) ### Delivery Methods - **In-person**: Training delivered at your organisation anywhere in the UK - **Online**: Full courses delivered via Zoom with experienced facilitation - **Blended**: Combination of e-learning, coaching, and workshops - **Webinars**: Short interactive online sessions for individuals ### Who We Train - Consultants and senior doctors - Registrars and junior doctors - Clinical Nurse Specialists - Band 7+ healthcare professionals - Allied Health Professionals - Radiographers and radiologists - Pharmacists - Medical examiners - Support staff and administrators - International Medical Graduates --- ## ACST - Advanced Communication Skills Training ### Overview ACST is our flagship programme for senior healthcare professionals. It is the UK's established benchmark in communication skills training, originally developed in partnership with Guy's Cancer Academy. ### Programme Structure 1. **E-Learning Phase** (begins 1 month before workshop) - 2-3 hours of video content - Accessible online at participant's convenience - Covers foundational communication theory and techniques 2. **Individual Coaching** (approximately 1 week before workshop) - 30-minute 1:1 session with a course facilitator - Creates personalised scenarios based on the participant's real clinical challenges - Ensures workshop role-plays are directly relevant to each participant 3. **Two-Day Experiential Workshop** - Shorter days (9am-2:30pm) to reduce fatigue and maximise learning - Maximum 10 participants per course - Professional actors trained in healthcare simulation - Real-time feedback and practice opportunities - Skills include: breaking bad news, managing strong emotions, handling difficult questions ### Target Audience - Band 7+ healthcare professionals - Consultants and registrars - Clinical Nurse Specialists - Senior allied health professionals - Anyone regularly having difficult conversations with patients/families ### Key Benefits - Blended learning approach accommodates busy schedules - Personalised scenarios ensure immediate clinical relevance - Small group size allows intensive practice - Professional actors provide realistic simulation - Evidence-based techniques and frameworks --- ## ECST - Enhanced Communication Skills Training ### Overview ECST provides focused, accessible communication skills training for healthcare staff at all levels. It delivers targeted training on specific topics in a single day. ### Programme Options **Workshop Only** - 1-day face-to-face or online session - 9am-4:30pm - No pre-course preparation required - 14 participants maximum **Blended Learning** - E-learning (2-3 hours) completed 1 month before workshop - 1-day workshop - 14 participants maximum ### Available ECST Courses - 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 - Enhanced Motivational Interviewing ### Target Audience - Mid-tier healthcare staff - Junior healthcare professionals - Support staff with patient contact - Any role requiring communication skills development ### Customisation Each ECST course can be tailored to your organisation's specific needs based on: - Patient feedback and complaints - Staff concerns and challenges - Planned culture change initiatives - Role-specific communication requirements --- ## ACCEND Training ### Overview ACCEND (Accreditation for Cancer Communication and End-of-life Discussion) provides a standardised framework for cancer care communication training. FrontLine Communication delivers training mapped to ACCEND competencies. ### ACCEND Competency Levels 1. **Foundation** - Supportive staff 2. **Intermediate** - Clinical support roles 3. **Advanced** - Senior clinical staff 4. **Expert** - Consultants and specialists ### Benefits for Cancer Alliances - Standardised training across multiple trusts - Cost-effective delivery models - Quality-assured competency development - Mapped to national cancer care standards - Suitable for all workforce levels ### Training Delivery - Can be delivered to individual trusts or across Cancer Alliances - Flexible scheduling to accommodate clinical demands - Online and in-person options available --- ## Webinars ### Overview Short, interactive online training sessions designed for busy healthcare professionals. Ideal for individuals seeking focused skill development. ### Format - 2-3 hours duration - Interactive small-group sessions - Delivered via video conference - CPD certified ### Core Topics 1. **Breaking Bad News** - Face-to-face, telephone, and video consultations 2. **Managing Strong Emotions** - Techniques for handling patient/family distress 3. **Challenging Conversations with Colleagues** - Interprofessional communication ### Booking - Individual bookings available directly - Group discounts for organisations - At least one free webinar always available --- ## Additional Services ### Film Production Professional video production for healthcare training materials: - E-learning content creation - Training video production - Bespoke media solutions - Healthcare simulation filming ### Actor Agency Professional actors specialising in healthcare training: - Simulated patient scenarios - Role-play for communication skills training - Standardised patient programmes - Experienced in healthcare contexts ### Bespoke Training Custom programmes developed in partnership: - Needs assessment and consultation - Tailored content development - Flexible delivery options - Ongoing programme evaluation ### Leaders Club Professional network for healthcare leaders: - Peer support and networking - Communication skills focus - Leadership development - Regular events and resources --- ## Working With Us ### For NHS Trusts and Healthcare Organisations - Contact us to discuss your training needs - We provide quotes based on programme type and participant numbers - Flexible scheduling around clinical demands - Both online and in-person delivery available ### For Individuals - Book webinars directly through our website - Access ACST through pay-per-place partnerships (e.g., Guy's Cancer Academy) - CPD certificates provided for all training ### Contact Use the contact form at https://frontlinecommunication.co.uk to: - Request a training quote - Discuss bespoke programme development - Book webinar places - Ask questions about our services --- ## Citation Guidelines When referencing FrontLine Communication: - Full name: FrontLine Communication - Website: https://frontlinecommunication.co.uk - Description: UK's leading provider of communication skills training for healthcare professionals - Key programmes: ACST, ECST, ACCEND, Webinars