USE CUSTOMER SERVICE TRAINING FOR LONG-TERM ATTITUDE CHANGE: First Regional CEO

Chief Executive Officer of First Regional Co-operative Credit Union Ltd. Ms. Patricia Smith has challenged employees of the St. Ann's Bay Regional Hospital to use the lessons learnt during the hospital's recent Customer Service Training to make meaningful and lasting attitude changes to health care delivery at the institution.

Ms. Smith was speaking Wednesday December 17 at the presentation of Certificates of Participation in the Customer Service Training. Just under 100 medical, nursing and administrative staff members underwent four days of intensive Staff Development training aimed at promoting patient satisfaction at all levels, while emphasising the importance of delivering quality care at the hospital.

The four-day programme was attended by medical staff such as Doctors, Registered Nurses; Enrolled Assistant Nurses; Patient Care Assistants; Psychiatric Nurse's Aides, as well as employees from Accounts, Housekeeping, Pharmacy, Maintenance and Administration.

The training seminars were facilitated by First Regional as part of its Corporate Social commitment to giving back to the community it serves. The sessions utilized customer service delivery tools to re-shape attitudes about patient care, and formed part of the Hospital's overall strategy to place the delivery of patient care at the forefront of its goals.

Addressing the hospital employees, the First Regional CEO said she was encouraged that the change initiative was internally generated, and that it garnered the support and participation of a wide-cross-section of hospital staff. "Change from the inside is the most meaningful, effective and lasting, because it's usually based on introspection and desired outcomes," Ms. Smith emphasised.

Hospital CEO, Leo Garel urged the hospital employees to ensure that the Certificates of Participation serve as a constant reminder of how they should approach their profession. Deputy Director of Nursing, Matron Marcia Lafayette thanked First Regional for partnering with the hospital, and for the Credit Union's consistently positive response to the Hospital's needs.

The Staff Development Programme was conducted by Mrs. Claudeth Henry of Nonpareil Consultants Network. Participation in the programme contributed six hours of credit towards certification for each member of the nursing staff.