GHANA HEALTH SERVICE CUSTOMER CARE TRAINING

INTRODUCTION TO CUSTOMER TRAINING IN MAB MEDICARE CENTRE

PRESENTED BY:DR. AKUAMOAH-BOATENG

UNIT OBJECTIVESThis unit is to primarily address the following:Why are you a health workerBrief history of GHS/MAB - why MAB was established and its mandate - core values, mission and vision - key functionsPublic perception of this hospital (Positive and

negative attributesCustomer care as a corporate responsibilityRationale for Customer Care Training for staff

WHY ARE YOU A HEALTH WORKER?Can you tell us why you chose to work in

MAB Medicare Centre?To what extent has your expectations been

met?

BRIEF HISTORY OF MAB MEDICARE CENTREMAB MEDICARE CENTRE (MMC) :It was

established in 2002MEGAVEST: It was acquired in 2005.

MMC and MEGAVEST were established based on the ff:

The enactment of Act 525(Ghana Health Services and Teaching Hospitals Act of 1996)

CORE OBJECTIVE OF THE SERVICE

Implement approved national policies for health delivery

Increase access(geographical & financial) to improve health services

Manage prudently resources available for provision of health services.

CORE VALUE OF MMC‘To save human life”N/B: The service therefore expects every MMC

worker to value human life.

HOW DO WE ACHIEVE THIS CORE VALUE?In carrying out respective duties, we are expected

to exhibit the following attributes:People centeredProfessionalismTeam workInnovationExcellenceDisciplineIntegritycompassion

PUBLIC PERCEPTION OF SERVICE

Public perception primarily relates to interpersonal relations/attitudes of health workers to their clients, patients and fellow workers.

PUBLIC PERCEPTION OF MMC How does the public perceive MMC and its

staff? Any positive attributes?

What about the negative attributes?

SUMMARY OF NEGATIVE PUBLIC PERCEPTION OF THE SERVICE (Poor customer care)There is an impression that most MMC workers are

either:Disrespectful (i.e. body language, facial expression,

tone and diction)Unresponsive / indifferenceNot humaneLack of interest, feeling or empathy towards the

genuine concern of clientsDisillusionedDe-motivated

SUMMARY OF NEGATIVE FINDINGS FROM MYSTRY SHOPPING

Illegal chargesIllegal/private sale of drugs to patientsFailure to issue receipts to clientsUnauthorized trading between wardsOperational challenges in managing shifts

IMPACT OF (POOR) PUBLIC PERCEPTION OF THE SERVICEWhy customer care?Effect on:The corporate image of the serviceImage and self esteem of staffQuality of careLow patronage of service and loss of revenuePossible conflicts / medico-legal issuesPayment of compensation

CUSTOMER CARE AS A CORPORATE RESPONSIBILITYThe attainment of optimal health care is

dependent on team work (among the health workers, patients, clients and the public at large)

N/BPerceived poor customer care for both internal

and external clients can have negative impact on the corporate image, patronage and attainment of the mission of the service

MMC CUSTOMER CARE TRAINING Why customer care training?The rational for the training is to improve the

corporate image of the hospital andTo let every staff know that the attainment of

optimal health largely depends on collaboration between the health worker, patients and families and other clients.

PRIMARY OBJECTIVES FOR THE CUSTOMER TRAINING IN MMCExplain the vision, mission, core functions of

the serviceMake health service delivery client-focusedHelp our staff to understand the needs of

patients and clientsRemind health workers on the rights and

responsibilities of our clients and to promote their adherence

Explain the importance of customer care in health service delivery

PRIMARY OBJECTIVES FOR THE CUSTOMER TRAINING IN MMC cont’d

Pre-empt possible medico-legal disputes and payment of compensation that may arise from poor customer care.

N/B: MMC lays serious emphasis on customer care and ignorance is not an excuse

WHO IS TO PARTICIPATE IN THE MMC CUSTOMER CARE TRAINING?

All employees of MMCPersonnel on contract appointment or

secondment All attachment students/staffAny other person(s) working with MMC

under approved terms.

KEY CONCERNS IN THE HANDBOOK OF CUSTOMER CAREConcepts of customer care Understanding patients’ needs and customer

satisfactionEthics and lawCommunication in client/customer careAttitude and behavioral skills in customer careCustomer feedback in customer careHandling complaintsTelephone courtesyStandards for customer care in MMC

SECOND PRESENTATION

ICE BREAK !!!!

CONCEPTS OF CUSTOMER CARECustomer – a person who seeks the service of

an organization

Patient – a sick person who solicits the services of a health care provider

A health care client – anyone who seeks the services of a health care provider

CONCEPTS OF CUSTOMER CARE cont’dCustomer expectations – theses are what the

patient(s) or the client(s) expect to receive from the health care services.

can you think of any of these expectations?Customer service/care - all the various

activities carried out by the service provider to meet/exceed the needs (expectations) of the customer.

Can you mention some of these activities?

CONCEPTS OF CUSTOMER CARE cont’dQuality of service – is the ability of service

provider to meet or even exceed the expectations of the client.

it includes proper performance according to standards of interventions and practices that are safe, affordable and impact positively on illnesses, disability and mortality

Customer satisfaction – when the service delivered meets or exceeds the service expectations of the customer

CONCEPTS OF CUSTOMER CARE cont’d

External customers – clients who are outside the organization e.g. patients, relatives and community members

Internal customers – staff of the hospital who work together to ensure effective service delivery to clients

UNDERSTANDING PATIENTS’ NEEDS AND CUSTOMER SATISFACTION Issues to be considered;Patients expectations with respect to: technical and personal needsBenefits of customer satisfactionCustomer dissatisfactionBarriers to good customer care

WHAT ARE TECHNICAL AND PERSONAL NEEDS OF A PATIENT?Technical needs – are specific to the

individual client with respect to his/her peculiar medical condition and treatment outcome

N/B: generally patients cannot judge accurately the technical quality of the service provider, especially treatment outcome. They make their assessment of the service based on the provider’s ability to meet personal needs.

WHAT ARE PERSONAL NEEDSThey are psychological and social needs of

the patient, which are very important to them irrespective of their medical condition.

N/B: the uniqueness of the patient in terms of educational background, age, tender, profession, cultural beliefs, religious affiliations, social status etc should be considered in satisfying personal needs of our clients.

EXAMPLES OF PERSONAL NEEDSProviding information to clients about their

conditionRespect and dignityTimely service deliverySafe treatment experienceExcellent physical environmentDisplaying professionalism in service deliveryAvailability of medicines and medical

commodities (logistics)

BENEFITS OF CUSTOMER SATISFACTION (CAN YOU THINK OF ANY?)Customers become loyal and develop a sense

of familiarityThey are more likely to comply with treatmentThey build trust and confidence in the providerGood customer relations reduce anxiety and

promote comfortClients /patients preferences are identified and

services could be tailored to suit their needsSatisfied customers will tend to bring in more

clients

CONCLUSIONWhat have you learnt?