Mafraq Hospital Launches ’We Care’ Initiative

1,000 staff to take part in customer care excellence training programme

Mafraq Hospital today announced the launch of ‘Mafraq Ambassadors - We Care’, a customer service programme designed to maximise levels of customer satisfaction and promote quality of patient care. Almost 1,000 of the hospital’s 2,700 employees will take part in the ‘We Care’ training programme over the next ten days, with more than 90 staff members being trained daily. The programme is built on four disciplines fundamental to customer service excellence and first-rate patient care: Courtesy, Attention, Respect and Enthusiasm.

Mafraq Hospital is owned and operated by the Abu Dhabi Health Services Company (SEHA), which is responsible for all the curative activities of public hospitals and clinics in Abu Dhabi. The hospital is managed by Bumrungrad International, one of the most renowned hospital management companies in Asia, which is recognised internationally for its commitment to patient care and customer service.

The ‘We Care’ initiative aims to create hundreds of Mafraq Ambassadors for the hospital – each committed to raising levels of customer care in every interaction across the hospital. Training sessions include guidance on how to respect a patient’s privacy; how to build awareness of customers’ diverse cultural needs; and how to explain procedures in a simple and straightforward manner to minimise anxiety and misunderstanding.

John Nickens, Chief Executive Officer, Mafraq Hospital, said: “The ‘Mafraq Ambassadors - We Care’ initiative marks yet another milestone in Mafraq Hospital’s quest to provide the community with a world-class healthcare facility. An empowered and enthusiastic team is the key to creating a positive work environment. By building a workforce that strives to keep people informed, assured and well cared for, we can continue to fulfill our commitment to our patients and visitors, and let them know them that ‘We Care’.”

The ‘We Care’ initiative instills qualities of exceptional customer service in the hospital’s team by highlighting the importance for Mafraq Ambassadors to be courteous, attentive, respectful and enthusiastic at all times. The programme promotes higher standards of customer service through polite communication, positive attitudes and teamwork.

The ‘We Care’ training sessions begin yesterday (Sunday 4 July 2010), and will run until Thursday 15 July 2010. This is the latest training initiative for Mafraq Hospital employees, following ongoing ‘Introduction to Customer Service’ workshops which are mandatory for all employees.
 

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