Mafraq Hospital, a leading tertiary referral treatment hospital in the UAE, has launched a new customer service programme designed to maximise levels of customer satisfaction and promote quality of patient care.

Nearly 1,000 of the hospital’s 2,700 employees will take part in the We Care training programme over ten days, up to July 15. The programme is built on four disciplines fundamental to customer service excellence and first-rate patient care:  courtesy, attention, respect and enthusiasm.

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.

“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,” said John Nickens, chief executive officer, Mafraq Hospital.

“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,” he added.

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, a top hospital management company in Asia. – TradeArabia News Service