Featured Case Study
NHS Scotland: Emergency COVID-19 Track and Trace Training
When the COVID-19 pandemic reached the UK in early 2020, NHS Scotland faced an unprecedented challenge: rapidly scaling up their Track and Trace service to manage the virus’s spread across the country. With internal training resources stretched thin and a need to quickly onboard a large volume of staff with varying technical abilities, NHS Scotland partnered with Elite Training to develop and implement a comprehensive virtual training programme.
Elite’s solution equipped hundreds of new staff with essential skills in script usage, specialised software operation, interpersonal communication techniques, and personal wellbeing strategies—all delivered through engaging remote sessions.
The programme’s success led to an expanded partnership, including the development of “Train the Trainer” programmes that ensured sustainable knowledge transfer throughout the organisation.
What I value most about Elite is how they consistently partner with their clients. They respond positively and promptly to all new requests and always have a great solution to meet the client’s needs. I have no hesitation in recommending them to other organisations.
Scope of work & required solutions
High-Volume Virtual Training Delivery
Elite rapidly deployed experienced trainers capable of delivering engaging virtual sessions to large groups with varying technical abilities, ensuring consistent quality while accommodating the NHS’s urgent timescale for service expansion.
Comprehensive Skills Development
The programme equipped staff with essential competencies in standardised script usage, specialised Track and Trace software operation, sensitive interpersonal communication techniques, and personal wellbeing strategies vital for this challenging environment.
Quality Assurance Framework
Elite implemented robust assessment protocols ensuring all trainees demonstrated required competencies before entering the live environment, maintaining service quality standards despite the accelerated onboarding timeline.
Sustainable Knowledge Transfer
Beyond initial training, Elite developed “Train the Trainer” programmes, recorded sessions for future use, and created adaptable materials, building long-term training capability within the NHS Scotland team.
Project goals & benchmarks
Elite Training established clear objectives to ensure the Track and Trace training programme delivered measurable results for NHS Scotland during this critical public health initiative:
Train sufficient staff to reach 100% operational capacity within eight weeks, ensuring no service gaps during the pandemic’s escalation
Achieve minimum 90% first-time pass rate on assessment protocols before staff entered the live environment
Develop standardised materials allowing for 70% reduction in future training preparation time
Create a self-sustaining training ecosystem with at least 25 NHS staff qualified to deliver ongoing training independently
Project outcome & statistics
Elite Training’s rapid response strategy enabled NHS Scotland to deploy a fully operational Track and Trace workforce during the critical early stages of the pandemic. The comprehensive training approach ensured staff were technically proficient and equipped with the resilience and communication skills needed to navigate sensitive conversations with the public during an unprecedented health crisis.
The initial program’s success led NHS Scotland to commission Elite for a second Train the Trainer programme, creating a sustainable internal capability for ongoing staff development. This partnership approach established a robust training infrastructure that could flex with changing requirements as the pandemic evolved, ensuring consistent service delivery throughout multiple COVID-19 waves.
94%
First time pass rate
32
NHS internal trainers trained
78%
Reduction in in training prep time
I have worked in partnership with Elite for many years for soft skills and technical IT training, and I have found them to be an outstanding training provider in every regard. The account management and customer service we receive, as well as the first-class training, are second to none. I would recommend Elite without hesitation.
Andrew Cunningham
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