The Acting Director of Nursing and Midwifery Services, Madam Rebecca Mathew, has reminded nurses and midwives that customer care is not an additional responsibility but a fundamental component of quality healthcare delivery.
According to her, patients often remember the attitude of healthcare workers, their willingness to listen, and the follow-up care they receive long after their hospital visit. She therefore urged nursing and midwifery professionals to demonstrate empathy, professionalism, and responsiveness in all their interactions with patients and their families.
Madam Rebecca made these remarks during a customer care training programme organised for Deputy Directors of Nursing Services (DDNS) and specialist nurses as part of management’s broader strategy to enhance the experiences of patients and their relatives at the hospital.
The resource person for the training, Mr. Mohammed Abdul Basit, acting regional manager of ABSA Bank, Northern and Bono Regions, encouraged participants to prioritise compassionate communication in their daily practice.
“Eye contact, tone of voice, and genuine listening help reduce anxiety and build trust,” he noted, stressing that effective communication remains a critical aspect of patient-centred care.
Mr. Basit further called on nurse leaders to promote teamwork among staff and institute regular monitoring mechanisms to ensure consistent and high-quality service delivery across all wards.
At the end of the two-day training programme, participants expressed appreciation for the CARE Framework introduced during the sessions and pledged to implement its principles in their respective units to improve patient satisfaction and overall service delivery.
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