Health & social care

Customer Service for Health and Social Care Settings: Level 2 Certificate

For learners who want to develop an understanding of how to deliver effective customer service in health and social care settings.

Course summary

• Qualification: NCFE CACHE Level 2 Certificate in Customer Service for Health and Social Care Settings
• Level: Level 2
• Awarding body: NCFE (CACHE)
• Qualification number (QAN): 603/0483/2
• Guided learning: 94 hours
• Total time: 150 hours, including study and assessment
• Cost: Free if you are eligible
• Funding:
  • Adult Skills Fund

Who it's for and what you'll learn

This Customer Service for Health and Social Care Settings NCFE CACHE Level 2 qualification is designed to enable learners to further develop the knowledge and understanding required to work with customers within the health and social care sector. ‘Customers’ in this context refers to internal and external customers, including people who use services, their supporters, visitors, health professionals and providers of other services.

The objectives of this qualification are to help learners:

• develop an awareness of customer service in health and social care
• understand how to communicate effectively in a health and social care setting
• understand the needs of customers who access health and social care services
• understand teamwork in health and social care settings

What the course covers

To be awarded the Customer Service for Health and Social Care Settings level 2 qualification, learners are required to successfully achieve 4 mandatory units:

Unit 1 - Preparing to deliver customer service in health and social care settings

In this unit, learners will look at the expectations of customers within health and social care settings and the standards and values that employees in these settings should uphold. The learner will also review their own strengths and areas for improvement relating to customer service, identify ways these can be developed, and ways in which feedback on a personal and organisational level can be addressed.

The learner will:

• Understand customer expectations in health and social care settings
• Know how self-awareness can be used to develop the skills, attitudes and knowledge for effective customer service in health and social care settings
• Understand how to represent a health and social care service in a positive way
• Understand how feedback can help to improve the quality of a health and social care service

Unit 2 - Understand the specific needs of customers accessing health and social care services

In this unit, learners will explore a range of specific needs of customers accessing health and social care services and understand how to adapt communication styles and approaches for customers with specific needs. Learners will also look at how the health and social care service environment could be adapted to accommodate individual needs and how to respond to behaviour that is challenging.

The learner will:

• Understand a range of specific needs of customers accessing health and social care services
• Know how to provide a safe, welcoming and inclusive environment for diverse needs
• Understand how to respond to the behaviour of customers that others may find challenging

Unit 3 - Effective communication for health and social care

This unit covers developing positive working relationships with customers in a health and social care setting, using effective communication and removing barriers that prevent effective communication.

The learner will:

• Understand customer relationships in health and social care settings
• Understand different communication methods used in health and social care
• Understand the skills required to interact with customers in health and social care settings
• Know how to overcome barriers and adapt communication to meet the needs of different customers

Unit 4 - Teamwork in health and social care settings

In this unit, learners will consider what makes an effective team and the benefits of teamwork in a health and social care setting. The unit also covers possible causes of conflict and resolutions to overcome this.

The learner will:

• Understand the importance of effective teamwork in health and social care
• Know how to deal with conflict within teams

How these courses usually work

Every provider does things a little differently, so check the details with them before you apply.

Where and how you study

Most of these courses are studied online, from home. You'll usually need internet access and a laptop or desktop computer. A phone or tablet may not be enough. Some providers can send paper workbooks if you ask.

How long it takes

• This qualification is designed to take about 150 hours in total, including study and assessment.
• Many learners finish in around 6 weeks by studying 4 to 5 hours a week. You can go faster if you have more time.
• Providers usually set a deadline, often 10 to 12 weeks after you start.

Support

Providers usually give you a tutor who marks your work and answers your questions by email, phone or message.

Assessment

There are usually no exams. Instead, you answer assessment questions as you work through the course and send them to your tutor to mark. If an answer needs more work, you can usually change it and send it again.

Your certificate

When you pass, your certificate comes from the awarding body, NCFE. It often takes 8 to 12 weeks to arrive after your final assessment.

Things to check before you start

• Many providers only let you study one funded course at a time.
• If you leave the course early, or don't finish by the deadline, some providers charge an admin or withdrawal fee, often around £125. Ask about this before you sign up.

Can I do this course for free?

ASF local flexibility: 19+, England resident, unemployed or earning under £26,800 (devolved areas vary).

Some areas of England (devolved areas such as Greater London and Greater Manchester) set their own rules, so a provider may not be able to fund you if you live there. Withdrawal or admin fees can also apply.

Check whether you're eligible for a free course. The provider makes the final decision.

Where can I study this?

We've found 5 providers offering this course for free to eligible learners.

Answer a few quick questions to check whether you’re likely to get this course for free. We’ll then show you which providers offer it.

What could I do next?

• More health & social care courses

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Sources

• NCFE CACHE Level 2 Certificate in Customer Service for Health and Social Care Settings - List of Qualifications approved for fundingqualifications.education.gov.uk
• NCFE qualification factsheet (603/3994/9, 603/0483/2)ncfe.org.uk (PDF)

Last reviewed: 17 October 2026