Zambia: The University Teaching Hospitals (UTH)s Adult Hospital has been working diligently to improve service delivery. The organization has claimed that quality of customer care and service delivery is their priority.
The officials have shared that the staff and doctors have been working together to maintain a superior quality of service delivery. In order to attain this mandate, the University Teaching Hospitals are training their caregivers.
The nurses of the teaching hospital have been given the training in collaboration with the Public Relations unit of the Ministry of Health. The training session is hosted once every week on Wednesday.
Further, the support staff of the hospital is also given training on every Thursday. The officials have confirmed that this is being done in an effort to attain excellency in service delivery,
The training initiative is being organised from January to February, 2025 for the benefit of the healthcare seekers across Zambia. The UTHS stakeholders are extremely proud of the training initiative that they have taken up.
According to UTHS-Adult Hospital Public Relations Officer Nzeba Chanda, the PR Unit is also planning to extend the training in due course. After the expansion is approved, the training will be taken tto all departments at the hospital twice a month, starting in March 2025.
During the training session of nurses at the hospital, Ms. Chanda emphasised the need to appreciate clients by welcoming them with a greeting, eye contact and a smile.
The topics covered in the training include customer care in clients, customer service, attitude towards work, dealing with difficult clients/ patients, communication, need for teamwork, passion for work and kindness.
Chanda appealed to the care givers to develop a good social support system after work and to ensure that they find activities that make them happy in order to develop self love, emphasising that it is only what you have that you can give.