Staff at Nkhoma Hospital have expressed gratitude to hospital management for organizing a two-day customer care management training. They believe the training is essential for improving service delivery.
One of the hospital’s security officers, Stuart Lemani, described the training as an eye-opener, saying it will help her improve her interactions with patients.
He acknowledged that healthcare providers sometimes overlook the importance of treating patients with respect and understanding their needs.
“All these years we have been working as frontline officers and handling patients our own way without knowing that in one way we have been contributing towards losing patients with our conduct, from now I will be able to handle patients with respect to their values and expectations as we have been taught that a customer is always right and should be treated as such,” said Lemani.
© 📷 Part of the Customer Care Management Training. Picture by Iness ChilangweNkhoma Hospital’s Principal Administrator, Agnes Nyanda, admitted that the hospital, as a private institution, may have sometimes taken its patients for granted.
“We felt it necessary to engage our employees on this course after noticing that there is some kind of negligence among us in terms of handling patients and some patients tend to not come back without giving feedback but we knew it could be a case of customer care,” said Nyanda.
Bright Limani, Lead Consultant at Crystal Management Consult, commended Nkhoma Hospital for prioritizing customer care training.
He emphasized the challenges healthcare workers face in dealing with patients from diverse backgrounds and socioeconomic statuses.
Limani encouraged other hospitals to follow suit and invest in similar training programs to enhance the quality of healthcare services.
A total of 90 employees from various departments participated in the training, which was held from October 24th to 25th at the hospital.