Staff at the Dennery Hospital have completed a Customer Satisfaction Training Workshop aimed at enhancing service delivery and improving the overall patient experience. The workshop, spearheaded by the Ministry of Health, was part of the ongoing Performance-Based Financing Project, which seeks to improve healthcare quality through targeted initiatives.
The training brought together hospital staff and medical professionals in a series of interactive hands-on sessions. Participants explored real-world scenarios that encouraged reflection on their daily interactions with patients and allowed them to identify areas for improvement. The sessions focused on strengthening interpersonal communication, fostering empathy and promoting a culture of professionalism and respect within the hospital setting.
Principal Nursing Officer for Dennery Hospital, Yolanda Alcindor, underscored the importance of the initiative in light of increasing patient visits to the facility.
“We saw it fitting to train all the team members in customer satisfaction,” Alcindor said. “And in this workshop, we’re looking at triple Cs; competence of the work, commitment to the work and caring for the customers.”
The workshop was held over a three-week period. “We had two-hour sessions, and we looked at detailed topics like communication, having a growth mindset, attitude and ensuring that the customer is satisfied at the end of the journey,” Alcindor said.
She added that the hospital is committed to a mission of providing optimal care and she wants patients to feel encouraged to return and recommend the facility to others.
The workshop also placed strong emphasis on teamwork and accountability among staff, which the ministry considers key pillars in delivering consistent, high-quality healthcare services.
Facilitated by Managing Director of Moz Inc., Betty Combie, the programme was structured in three phases.
“The first session focused on seeing things from the customer’s perspective, the second on elements of customer service, and the third on identifying gaps in the current system and how we can improve.”
She highlighted the importance of emotional intelligence in healthcare delivery.
“When you talk about competence, it’s not just about your intellectual or technical competence but your emotional competence as well. So, we’re talking emotional intelligence, a fixed mindset versus a growth mindset,” Combie said.
The weekly sessions also incorporated feedback gathered directly from patients. Staff were encouraged to share both positive and negative input from customers, allowing them to shape their learning in real-time.
“Now the last step is to identify the gaps based on what the customers are saying and to prepare an action plan,” Combie added.
