22 Oct 2014

Nyangabgwe Referral Hospital manager, Mr Motlhalosi Tlotleng has urged the hospital’s officials to serve customers with respect and humility. 

Speaking at a two-day customer service training workshop on October 21, Mr Tlotleng said the sick should come back from the hospital smiling because of the service they received. 

Mr Tlotleng noted that there were instances where there were reports of unacceptable behaviour by some staff members and reminded the officials that the way they related with the patients can worsen their illness or make them feel better.

Mr Tlotleng said patients should be given comprehensive service in an acceptable manner and health officials should be approachable and timely in their service delivery at all times in order to improve the image of the hospital.  He further encouraged the employees to abide by the Ministry of Health’s values of serving with Botho, timeliness as well as being customer focused.

One of the hospital’s public relations officers (PROs), Ms Shirley Mukamambo encouraged staff members to ensure effective communication with both the external and internal customers. She urged them to avoid medical jargon and failure to communicate effectively as that could lead to the death of a patient.

Ms Mukamambo noted that patients should not be viewed as interruptions, but the reason why the employees have jobs She encouraged staff members to desist from competing with angry patients and always be quick to admit and apologise whenever they have wronged the particular patient. 

“You must always be ready for the patients, listen to them attentively and avoid eating and talking about your personal life in their presence,” she said. 

Mr Keekae Majeremane, who is also the hospital’s PRO said the objectives of the two day workshop are for the hospital staff to appreciate the need for customer care initiative, develop and implement a plan for customer care in the hospital.

They are also to roll out the customer care initiative to the different wards in the facility and to encourage the implementation of customer care in the hospital. ENDS