GHANA HEALTH SERVICE

CUSTOMER CARE TRAINING

UNIT 1
INTRODUCTION TO CUSTOMER TRAINING
IN GHS

Yaw Brobbey-Mpiani
Unit Objectives
This unit is to primarily address the following:
 why are you a health worker?

 Brief history of GHS

- Why GHS was established and its mandate

- Core value, Vision & Mission
- Key functions
 Public Perception of the Service (Positive & Negative
attributes)
 Customer Care as a corporate responsibility

 Rationale for Customer Care Training to GHS staff

Why are you a health worker?

 Can you tell us why you chose to work

in GHS?

 To what extent have your expectations

been met?
Brief history of GHS
 The enactment of Act 525 (The Ghana Health Service
& Teaching Hospitals Act of 1996
 Core objectives 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 GHS

 “To save human life”

N/B: the Service therefore expects every

GHS worker to value human life
 How do we achieve this core
value?
In carrying out respective duties we are
expected to exhibit the ff attributes:
 People-centered
 Professionalism
 Teamwork
 Innovation
 Excellence
 Discipline &
 integrity
 Public Perception of the
Service

Public perception primarily relates to

interpersonal relations /attitudes of
health workers to their clients, patients
and fellow health workers
Public Perception of GHS
How do the public perceive GHS 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 GHS workers are either:
 Disrespectful (i.e. body language, facial expression, tone and
diction)
 Unresponsive / indifference
 Not humane
 Lack of interest, feeling or empathy towards the genuine
concern of clients
 Disillusioned
 demotivated
Impact of (poor) Public
Perception of the Service
Why of customer care?
Effect on:
 the corporate image of the Service

 Image and self-esteem of staff

 Quality of care

 Low patronage of Service & loss of revenue

 Possible conflicts / medico-legal issues and

 Payment of compensation
Customer Care as a Corporate
Responsibility
 The attainment of optimal healthcare is
dependent on team work (among the health
workers, patients, clients and the public at
large)
N/B
 Perceived 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
GHS Customer care training

why customer care training?

 The rationale for the training is to improve

the corporate image of the Service and
 To bring to let every health worker know that
the attainment of optimal health largely
depends on collaboration between the health
worker, patients & families and other clients.
Primary objectives for the
customer training in GHS
 Explain the vision, mission, core functions of
the Service
 Make health service delivery client-focused
 Help our staff to understand the needs of
patients and clients
 Remind 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 GHS
 Pre-empt possible medico-legal disputes and
payment of compensation that may arise
from poor customer care

N/B GHS has therefore developed a Customer

Care Training Manual for use in the Service
and the training at the Tema General Hospital
is based on this manual.
who is to participate in the
GHS Customer Care Training?
 All employees of the Service
 Personnel on contract appointment or
secondment to the Service
 Any other person (s) working with GHS
under approved terms
 Summary of Unit 1

 What have you learnt so far?

 How relevant is the Customer Care
Training to you?
It shall Be Well