Customer Relations Training for Hospital Staff

Photo: Rudranath Fraser Minister of Health Dr. Christpher Tufton greets Ward Manager, Antenatal Clinic, Victoria Jubilee Hospital (VJH), Felecia Ogunniyi. Looking on are: (from left) Chief Executive Officer, Kingston Public Hospital (KPH) and VJH, Errol Greene (partially hidden); Director of Nursing Services, VJH, Elise Fairweather and Deputy Nursing Manager, VJH, Andrea Dawkins.

Story Highlights

  • More than 70 staff members of the Kingston Public and Victoria Jubilee Hospitals took part in customer relations training over the past year, as part of an initiative to improve their service delivery.
  • In an interview with JIS News, Senior Medical Officer of the hospitals, Dr. Orville Morgan, said the training was initiated based on feedback from clients.
  • “There was enough customer experience feedback to suggest that some amount of improvement was necessary and so the decision was taken to introduce some training for staff who interface with patients,” explained Dr. Morgan.

More than 70 staff members of the Kingston Public and Victoria Jubilee Hospitals took part in customer relations training over the past year, as part of an initiative to improve their service delivery.

The participants included doctors, nurses, paramedics and members of the administrative staff.

In an interview with JIS News, Senior Medical Officer of the hospitals, Dr. Orville Morgan, said the training was initiated based on feedback from clients.

“There was enough customer experience feedback to suggest that some amount of improvement was necessary and so the decision was taken to introduce some training for staff who interface with patients,” explained Dr. Morgan.

The training of the team members was undertaken in batches of 25 as a collaborative effort with HEART Trust/NTA.

The week-long course covered areas such as: Dealing with Visitors, Organisational Structure, Handling Aggression, and Enhancing Service Quality.

Human Resource Manager at the Kingston public Hospital, Noelline Dobson, said the participants who have so far completed the programme are happy to have been a part of the course and are implementing the techniques and strategies learned over the period.

“Both internal and external interactions have improved noticeably and the feedback from our clientele is also encouraging,” she noted.

Ms. Dobson added that patients are being encouraged to use available channels to share feedback regarding their experience at the facility, to ensure that service delivery remains at a high standard.

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