Basseterre, St. Kitts (SKNSOURCE) — The implementation of staff training sessions in customer service is one of the initiatives the Ministry of Health in the Government of St. Kitts and Nevis has taken to improve the delivery of healthcare.
“When we look at the general complaints that come from people, you are able to pick up that the majority of complaints are not about the delivery of healthcare but more so what someone said, a type of look or action or patients feeling like the staff doesn’t care.
If everyone is saying it, it just can’t be one person’s misconception, so we embarked upon the decision to invest in some customer service training for the staff. We were really hoping that we could get it done by November but there was some delay.”
More than 200 employees have received customer service training to date, according to Dr. Jenson Morton, director of health institutions, who was appearing on ZIZ’s “The Edge” talk show on October 18. The training sessions were led by Mrs. Delcia Bradley-King, a training consultant. Mrs Bradley-King focused on improving communication skills, problem-solving techniques, and conflict-resolution strategies for the ministry.
Dr. Morton disclosed that the Ministry of Health is currently in discussions with Clarence Fitzroy Bryant College in St. Kitts regarding the inclusion of customer service training courses in their healthcare degree curricula.
“It is something that we are taking seriously and all of it ties in with our goal of getting the health institution to reach to the point of being internationally accredited, meaning it gets a stamp of approval from an international body that can state that the quality of healthcare that you can receive in St. Kitts and Nevis is equivalent to the USA or Canada.”